Service Manager

4 days ago

North Vancouver, Canada BSP Bicycle Sports Pacific Full time

Job Summary:
We are seeking a highly motivated and experienced Service Manager to join our team. As a Service Manager, you will oversee the daily operations of our service department, ensuring exceptional customer service and efficient workflow. This is a leadership role that requires strong organizational skills, proficient bicycle technical knowledge, and the ability to effectively manage a team.

**Duties**:

- Manage and supervise service department staff, including technicians and service advisors
- Provide training and support to the Technical Team
- Manage and supervise a team of bicycle Technicians, providing training and support as needed.
- Providing a deeper level of diagnostics with parts allocation to incoming work orders.
- Schedule and assign work orders to techs, ensuring efficient use of resources.
- Daily team meetings & monitoring the progress of work orders to ensure timely completion.
- Sourcing, Monitoring & maintaining Parts inventory accuracy.
- Maintain an elevated level of customer service by addressing customer inquiries and concerns in a professional manner.
- Recommend additional services, repairs or products to customers based on their bike's needs.
- Follow existing processes & standards to ensure customer satisfaction and efficient operations.
- Collaborate with other department managers to effect efficient operations and to improve processes.
- Forecast goals and objectives for the department and endeavor to meet them.
- Actively manage and improve on all measured performance indicators, including gross labour revenue, profitability, loyalty, CSI, obsolete parts, shrinkage, staff productivity, etc.
- Stay up to date with training, industry trends, and advancements in bike technology.
- Develop and execute effective marketing campaigns for the service department.
- Warrantee processing & consulting with supplier service representatives.
- Procurement of shop equipment.
- Supervising and keeping record of shop equipment maintenance.
- Maintaining a neat, tidy, and organized service area.
- Other duties as required.
- Maintain accurate records of all service department activities, including repairs, warranties, and parts inventory
- Collaborate with other departments to ensure smooth workflow and efficient operations

**Skills**:

- Strong bike repair & parts knowledge with mechanical aptitude on analog, electronic and E bike
- 5 years of combined experience working as a Service Manager or parts capacity within the bike industry
- Trek guide status, Bosch, Broze, Shimano, SRAM certified is preferred.
- Excellent customer service skills with the ability to effectively communicate technical information to customers.
- Experience in upselling products or services is highly desirable
- Valuable client relation skills, with track record of developing and retaining long term relationships.
- Strong ability to hire, coach, train and motivate staff to elevated levels of performance.
- Proven ability to lead and manage a team, fostering a positive work environment.
- Self-motivated, driven to succeed, able to maximize efficiency, productivity, and achieve the highest level of customer satisfaction.
- Excellent verbal and written English communication skills.
- Proficient in cash handling, inventory & financial procedures.
- Familiarity with Trek bike store operations and processes is preferred.
- Ascend software experience is preferred.
- Must be willing to adopt & embrace company policies & processes.
- We offer competitive compensation based on experience.

Pay: $50,000.00-$65,000.00 per year

**Benefits**:

- On-site parking
- Paid time off
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

**Experience**:

- service manager: 5 years (required)
- Customer service: 5 years (preferred)

Work Location: In person

Application deadline: 2024-05-08
Expected start date: 2024-05-13

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