Job Description Job Description

Job Overview

The Bicycle Service Manager is responsible for all aspects of shop repair operations, mechanic productivity, and service quality at Pedal & Spoke. This role balances leadership, technical service, inventory management, and customer care to ensure an efficient, safe, and profitable service department.

Key Responsibilities

Department Leadership & Staff Management

Train & Direct Mechanics: Train, delegate, and oversee service technicians to ensure quality standards and base level mechanics' training are met.
Performance & Productivity: Set clear goals, track mechanic efficiency (maintaining target productivity rates), and conduct quality control checks.
Policy Enforcement: Develop, update, and enforce service department procedures, safety guidelines, and shop standards.
Team Morale: Foster a positive work environment, using positive reinforcement techniques to motivate staff.

Service & Operations

Work Orders & Estimates: Conduct on-the-spot bike analyses to write detailed work orders, accurate cost estimates, and maintenance recommendations.
Hands-On Repairs: Perform complex repairs and assist other mechanics with difficult builds or troubleshooting as needed.
Warranty Processing: Process warranty claims for frames, components, and parts according to vendor guidelines.
Communication & Inbox: Monitor and respond to service emails at the start and end of each shift, maintaining prompt communication with management and customers.

Parts & Inventory Control

Parts Management: Maintain a clean, organized, and properly labeled parts department.
Stock & Pricing: Ensure essential components and shop supplies are stocked, tagged with accurate pricing, and inventoried via periodic cycle counts.
Tool Maintenance: Maintain shop tools, order supplies, and ensure repair stations are fully equipped for mechanics' success.

Customer Experience & Community

Technical Advice: Assist retail staff and customers with technical questions, product compatibility, and repair inquiries.
Complaint Resolution: Address service-related customer concerns promptly and professionally.
Events & Clinics: Lead maintenance workshops/clinics and provide technical support for special events or group rides.

Qualifications & Requirements

Experience: Minimum of 2 years of retail management or shop lead experience in the bicycle industry.
Technical Expertise: Advanced bicycle mechanic skills (drivetrains, hydraulic brakes, suspension, tubeless systems, and e-bikes).
Business Acumen: Ability to read and analyze productivity, labor, and sales reports.
Communication & Leadership: Strong verbal/written communication skills and effective problem-solving abilities.
Physical Demands: Ability to lift and move bicycles and equipment up to 75 lbs.

Company Description

We're passionate about bicycles. We believe that bikes offer a simple solution to many of our communities' complex problems. Bikes are great for your personal health and for the health of our environment. Bikes can help you save money on transportation, and bikes can provide you with endless miles of fun with your family and friends.

We proudly serve all types of cyclists, including new and veteran riders, road and mountain aficionados, and recreation and transportation cyclists. We're here to help you with all of your cycling needs. Learn more about what makes us unique, and visit us today to experience our incredible product selection. Community is at our heart.

Pedal & Spoke Ltd

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Bicycle Service Manager