Service Manager - Specialized Chicago

Specialized • Chicago, IL

38d • Onsite

About The Position

Under the direction of the Store Manager, the Service Manager will oversee the bike department repair shop at Specialized. The service manager is ultimately responsible for maximizing rider-facing operational performance by providing help desk resources and technical advice to all service staff; solving high level problems; disseminating technical bulletins and new techniques; and detecting and diagnosing shop problems in structural and social interfaces. The service manager must also improve rider service quality results by continuously studying, evaluating, and re-designing the fixed processes of the department; informing, communicating, ands achieving service metrics; monitoring and analyzing results of said metrics; and implementing changes accordingly.

Requirements

• Passion for cycling and the Specialized brand
• A current or former retail employee with 1+ years of experience
• Excellent communication with the ability to effectively interact with riders and team members
• Must be able to work as business dictates which includes weekends
• Ability to stand for extensive time periods; while occasionally walking, kneeling, or reaching
• Able to lift at least 50 lbs. or more and use proper lifting skills

Responsibilities

• Overall profitability of the department: covering and exceeding departments' run cost
• Lead service team in all bicycle and store service functions: new bike builds, walk-in repairs, and checked-in repairs, while exemplifying best practices for all service staff
• Overseeing and assigning workload, both when present and not, to ensure efficient flow and achieving 24-hour turn around (on all tickets not requiring special order)
• Manage all aspects of repair workflow: intake, job prioritization, service part order management, timely completion and quality of all work, and rider communication.
• Assist with general store tasks including the following: opening/closing of store, resolving customer service/POS issues, participating in community/marketing events and ongoing staff meetings to improve department and company.
• Monitor sell-through on all service-specific parts and accessories; establishing a "never-out" list made up of commonly needed shock seals, chains, cassettes, and cleats.
• Oversee and ensuring swift completion of all warranty issues and shop bikes
• Maintain primary point of contact with Specialized warranty representative
• Uphold all safety, cleanliness, and appropriate stocking of tools at workstations (service department and rider care)
• Staff has direction and is informed when manager is not present (days off, time off, etc.) so that all service members are working purposefully towards service goals
• Evaluate each employee's performance and is first point of contact when issues arise in service among riders, service employees, and the service/sales interface
• Contribute to the larger Specialized R&D team by closing the feedback loop; providing insights from both the technician's perspective and remitting valuable critique and reaction from our riders

Benefits

• Competitive health care (Medical PPO or HDHP)
• Dental
• Vision
• Health Savings Account (HSA)
• Short and Long Term Disability
• Company sponsored life insurance
• Optional Term Life Insurance
• Optional Critical Illness insurance
• Optional Critical Accident insurance
• Competitive vacation package
• 401(k) with match
• 8 Weeks paid parental leave
• Paid company holidays
• Employee discounts on all product
• Deep partner retail discounts
• Fitness & Events Reimbursement
• Employee Assistance Program
• Commuter Benefits if applicable in state
• For eligible employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees