Are you passionate about bikes and skilled in delivering exceptional customer service? As the Service Manager at Bingham Cyclery, you’ll play a key role in ensuring our customers enjoy top-notch service and expert care for their bikes. You’ll lead a dynamic team of technicians, oversee all aspects of the service department, and drive sales growth through innovative service solutions. If you’re a problem solver, a strong communicator, and a leader with a love for cycling, this is your opportunity to turn your passion into a rewarding career!

Financial performance - 50%

Serves as the primary contact for service customers, managing intake, updates, and exit processes professionally.

Drives service sales by offering upgrades and replacement options during ticket creation.

Oversees repair intake, ticket creation, scheduling, and mechanic assignments.

Prepares detailed work orders, including issues, repairs, costs, and ensures accurate database entry.

Creates estimates by calculating materials, labor, and customer payments.

Verifies warranties and explains coverage, exclusions, and provisions to customers.

Maintains customer rapport by explaining estimates, obtaining approvals, and addressing questions or concerns.

Records and updates detailed repair notes and corrective actions.

Participates in industry and manufacturer training to enhance job knowledge.

Contributes to organizational success by exploring and implementing new initiatives.

Ensures timely work order pick-up, accurate service notes, and correct parts/labor documentation.

Leads or organizes customer and staff events or workshops in the tech center.

Proactively engages customers in conversations about service needs and bike care.

Proactively conducts sales calls to generate new business, promote service offerings, and identify opportunities to meet customer needs and drive revenue growth.

Attends weekly Manager meetings and leads the service portion of daily huddle meetings.

Technical Services- 15%

Completes advanced level repairs and teaches as they go.

Performs minor repairs such as derailleur and brake adjustments, flat repair and other various quick fixes on the spot as needed to keep service flowing through the department.

Checks new bike build quality and identifies ‘Assemblers’ that need more training.

Ensures every service bike is checked and meets Bingham Cyclery service standards.

Service Warranty - 10%

Creates and submits warranties to manufacturers for eligible service bicycles. Follows up on Warranty submission and pushes for a timely resolution and reimbursement.

Balances customer’s expectations, manufacturer’s obligations, and store’s profitability.

Human Resources – 10%

Manages store’s service schedule and assigns service work to all Technicians.

Maximizes service jobs scheduled in a week and minimizes turnaround time.

Ensures Technicians complete training programs.

Participates in the annual planning process, quarterly/monthly/weekly KPI review meetings, and other meetings as necessary.

Monitors productivity and performance of tech staff; provides regular feedback to technicians’ on their respective efficiency and quality standards.

Supervises hourly technicians: schedules work appropriately for these tech positions and ensures that assignments are completed on time and satisfactorily.

Educates tech staff regarding company policy, programs and standards.

Maintain Service Parts Inventory – 5%

Keeps a well organized inventory of most commonly attached service parts. Participates in weekly cycle counts. Monitors reorder points to ensure inventory levels are correct.

KPIs

Writes 80% Of Store’s Work Orders

Sales Per Hour - $150 (April- August), $100 (September – March)

Service Turnaround time - <72 Hours

Labor+Components+Parts = 27%-30% of store sales goal

Email capture rate = 85%+

Lead calls/texts completed = 5 per day (can be adjusted seasonally)

Wage: $17-$25/hour

Benefits: Use of rental bikes, Employee Purchase perks, Health and Dental benefits

Start Date: Immediately

This full-time position offers competitive compensation, benefits, and incentives! If you take pride in your work, enjoy being part of an enthusiastic team, and have 3+ years of bike maintenance experience and 1+ years of management experience, please email your resume, the completed job application (https://www.binghamcyclery.com/about/application-for-employment-manager-pg1409.htm) , and a list of three professional references to jobs@binghamcyclery.com