SERVICE MANAGER - RALEIGH MARKET
About The Position
The Service Manager is a customer‑focused leader responsible for ensuring every guest receives an exceptional service experience. This role requires a highly organized, task‑oriented individual who excels at managing a fast‑moving service queue while maintaining outstanding communication with customers and technicians. A minimum of 3 years of experience as a professional bicycle mechanic is required. A successful Service Manager is detail‑driven, passionate about developing team members, and committed to creating a professional, supportive, and customer‑centric service environment.
Requirements
- A minimum of 3 years of experience as a professional bicycle mechanic is required.
Responsibilities
- Queue & Workflow Management Maintain a clear, organized, and efficient service queue.
- Assign work to technicians thoughtfully based on skill level, complexity, and workload.
- Track job progress throughout the day and adjust assignments proactively to meet deadlines.
- Ensure accurate and detailed notes, due dates, and technician assignments in all work orders.
- Communicate shop capacity and workload expectations with sales and management teams.
- Prioritize consistency, accuracy, and on‑time delivery.
- Customer Service & Service Advising Greet customers warmly and guide them through their service needs.
- Perform quick and precise diagnostic assessments and provide accurate estimates.
- Communicate repair options, pricing, and timelines clearly and professionally.
- Write service tickets with detailed notes that reflect customer expectations and technical needs.
- Provide thoughtful guidance and education to customers, offering upgrades or packages when appropriate.
- Ensure every customer feels heard, informed, and confident in the service experience.
- Communication & Quality Control Serve as the primary link between customers and technicians with clear, proactive communication.
- Oversee smooth transitions between check‑in, repair, and customer pickup.
- Review all completed work to ensure accuracy, safety, and quality before releasing bikes.
- Coordinate and manage warranty cases with professionalism and attention to detail.
- Lead daily team huddles to reinforce goals, expectations, and service priorities.
- Leadership, Coaching & Training Mentor and support service technicians, fostering skill development and confidence.
- Model professionalism, organization, and a high standard of customer care.
- Maintain a clean, safe, and welcoming service environment for both customers and staff.
- Assist with onboarding new service team members and training them on company processes.
- Inspire a culture of continuous improvement and passion for learning.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
