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Assistant Service Manager

ESSENTIAL CANDIDATE QUALITIES

  • Exemplify a strong and thorough work ethic for fellow employees, ensuring exceptional customer service quality
  • Maintain the Company’s standard for Customer Service Excellence
  • Assist in the scheduling, supervision, and training of employees
  • Availability to work at least one weekend day per week
  • Maintain a positive, helpful attitude and ensure customer satisfaction!

MINIMUM QUALIFICATIONS AND EXPERIENCE

  • Exceptional organizational and time management skills with strong follow-through and attention to detail
  • Highly effective verbal, written and interpersonal communication and customer service skills
  • Excellent analytical and problem-solving skills
  • Team oriented yet confident and reliable to work autonomously, methodically, and effectively prioritize daily workload
  • Desire to continually improve systems, services, and communication
  • Proficient computer skills

JOB DESCRIPTION

Execute the day-to day tasks, responsibilities, andfunctions of the service department when the Service Manager is not present. Assist the Service Manager with the oversight of all the functions of the service department. Supervise a team that includes mechanics, service writers, and bike builders, when the Service Manager. The Assistant Service Manager will serve as part of the Store Operations team, under the Service Manager.   

RESPONSIBILITIES 

  • Maintain the Company’s standard for Customer Service Excellence
  • Assist Service Manager with interviews, hiring, training, supervising, and retaining a highly skilled, diverse, and flexible team of service writers, mechanics, suspension techs, wheel builders,and bike builders 
  • When Service Manager is not present, assume the supervisory role of Manager On Duty, executing on the day’s specific needs relating to customer service and staffing. Adapting to unforeseen circumstances (ie. sickness, weather, or other emergencies) and making rational decisions when necessary.
  • Work with the Service Manager to ensure that all aspects of repair work-flow: intake, job prioritization, service part order management, occur in an efficient and profitable manner.
  • Completion and QC of all work. Delivering properly finished service to the customer.
  • Work with sales managers, fitters, and staff to ensure appropriate bikes are assembled, QC’ed, and ready for merchandising on the sales floor or delivery to the customer.
  • Contribute to ongoing staff training- G.E.A.R. Methodology, Technical knowledge of both in-store products and related or competing products, and providing ongoing technical coaching to staff. 
  • Provide front-line customer support, including assisting on the sales floor when needed 
  • When acting as Service Manager on Duty, work with the Rental Manager to ensure that Rental Department bikes are properly serviced, safe, and ready to rent.
  • Responsible for safety, security, cleanliness, and appropriate stocking of Service Department. 
  • Work with Management to maximize sales revenue and achieve goals set for the Service Department – both labor and parts 

EXPECTATIONS 

  • Availability to work at least one weekend day per week
  • Exceptional organizational and time management skills with strong follow-through and attention to detail
  • Highly effective verbal, written and interpersonal communication and customer service skills
  • Excellent analytical and problem-solving skills
  • Team oriented yet confident and reliable to work autonomously, methodically, and effectively prioritize daily workload and clearly communicate of the expectation for each Service Team Member 
  • Desire to continually improve systems, services, and communication
  • Proficient computer skills
  • Maintain a welcoming and friendly environment for all customers and all employees

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