Bingham Cyclery – Service Manager

What You'll Do

Customer Experience & Service Sales

• As the primary service writer and customer-facing leader, ensure seamless communication with customers and efficiently manage their service needs.
• Conduct thorough bicycle service inspections and provide expert advice on repair and maintenance options.
• Clearly explain complex service and maintenance recommendations, timelines, and pricing to customers.
• Create detailed and accurate service tickets that meet customer needs.
• Obtain customer authorization before proceeding with service work.
• Identify and recommend relevant service packages, accessories, and maintenance solutions to increase customer satisfaction and sales.
• Handle customer inquiries, concerns, and follow-ups in a professional and timely manner.
• Address and resolve escalated service issues promptly, escalating to leadership when necessary.

Service Department Operations

• Effectively manage service scheduling, repair queue, and turnaround times to maximize efficiency.
• Assign tasks to technicians based on skill level, efficiency, and workload to optimize productivity.
• Monitor job progress to ensure high-quality repairs are completed accurately and on time.
• Conduct final quality checks before customer pickup to ensure satisfaction.
• Maintain a clean, organized, and efficient service workspace that meets company standards.
• Ensure compliance with shop processes, safety standards, and service procedures.
• Collaborate with sales staff to support overall store goals and drive sales.

Team Leadership & Development

• Develop and train service staff to improve their skills and performance.
• Support ongoing technical development of technicians and onboarding new staff members.
• Establish clear expectations for productivity, quality, and customer experience.
• Regularly monitor technician performance and provide constructive feedback.
• Maintain a positive and inclusive work environment that aligns with company culture.
• Participate in regular manager meetings to stay informed and address concerns.

Inventory, Warranty & Financial Performance

• Manage service inventory, including ordering, stocking, and accurate pricing.
• Monitor labor revenue, parts margin, and department efficiency to drive profitability.
• Track warranty submissions and ensure timely and accurate reimbursements.
• Support store leadership in achieving service-related KPIs and profitability goals.

Key Performance Indicators

• Track and analyze service labor revenue versus target.
• Monitor average turnaround time to optimize efficiency.
• Measure and improve quality control and comeback rates.
• Ensure accurate and timely warranty recoveries.
• Evaluate service margin performance to drive profitability.
• Monitor and improve customer satisfaction and service-related reviews.
• Analyze and optimize technician productivity and efficiency.

Requirements

Qualifications

• At least four years of experience in bicycle repair, service writing, or service department management.
• Prior service management or supervisory experience is highly desirable.
• Strong customer service, communication, and organizational skills are essential.
• Ability to manage workflow in a fast-paced retail environment and meet performance goals.
• Experience with e-bikes and electronic systems is a plus.
• Ability to understand and achieve performance goals, as well as manage workflow efficiently.
• Comfort using POS and service management systems is necessary.

Physical Requirements

• Ability to lift bicycles and boxes up to 100 pounds.
• Prolonged standing and walking are required.
• Performing bike inspections involves bending, lifting, and twisting.

Nice to Have

Application Instructions: Please submit your application through our website (https://www.binghamcyclery.com/about/application-for-employment-staff-pg1412.htm).

Benefits

About Bingham Cyclery