Service Manager - Bikesource - Charlotte, NC

Specialized Bicycle Components•Charlotte, NC

1d•Onsite

About The Position

Under the direction of the Store Manager, the Service Manager oversees the bike department repair shop at Specialized. The role is responsible for maximizing rider-facing operational performance by providing help-desk resources and technical advice to service staff, resolving high-level problems, sharing technical bulletins and new techniques, and identifying structural and social issues in the shop. The Service Manager improves service quality by evaluating and redesigning department processes, communicating and achieving service metrics, monitoring results, and implementing changes. The position leads the service team across bicycle and store service functions, manages repair workflow and staffing, and helps ensure efficient operations and strong rider communication. It also supports general store tasks and provides feedback to Specialized’s R&D team based on technician and rider experiences.

Requirements

Passion for cycling and the Specialized brand.
Current or former retail employee with at least 1 year of experience.
Excellent communication skills and ability to interact effectively with riders and team members.
Ability to work as business dictates, including weekends.
Ability to stand for extended periods and occasionally walk, kneel, or reach.
Ability to lift at least 50 pounds and use proper lifting skills.

Responsibilities

Ensure the department is profitable and covers or exceeds its operating costs.
Lead the service team in bicycle and store service functions, including new bike builds, walk-in repairs, and checked-in repairs, while modeling best practices.
Oversee and assign workload, including when away, to maintain efficient workflow and achieve a 24-hour turnaround for tickets not requiring special orders.
Manage repair workflow, including intake, job prioritization, service-part ordering, timely completion, work quality, and rider communication.
Assist with general store tasks, including opening and closing, resolving customer service and POS issues, participating in community and marketing events, and attending staff meetings.
Monitor sales of service-specific parts and accessories and maintain a list of commonly needed items to keep in stock.
Oversee the completion of warranty issues and shop bikes.
Serve as the primary point of contact with the Specialized warranty representative.
Maintain safety, cleanliness, and appropriate tool stocking at service and rider-care workstations.
Ensure service staff have direction and information when the manager is absent and are working toward service goals.
Evaluate employee performance and serve as the first point of contact for issues involving riders, service employees, or the service and sales interface.
Provide technician and rider feedback to Specialized’s R&D team.