Service Manager - Velomania QC

Service Manager - Velomania - Sherbrooke, QC

Under the direction of the Store Manager, the Service Manager will oversee the bike department repair shop at Specialized Bicycle Components. The Service Manager is responsible for maximizing rider‑facing operational performance by providing help desk resources and technical advice to all service staff; solving high level problems; disseminating technical bulletins and new techniques; and detecting and diagnosing shop problems in structural and social interfaces.

The Service Manager must also improve rider service quality results by continuously studying, evaluating, and re‑designing the fixed processes of the department; informing, communicating, and achieving service metrics; monitoring and analyzing results of said metrics; and implementing changes accordingly.

• Overall profitability of the department: cover and exceed the department’s running cost.
• Lead the service team in all bicycle and store service functions: new bike builds, walk‑in repairs, and checked‑in repairs, while exemplifying best practices for all service staff.
• Oversee and assign workload, both when present and when not, to ensure efficient flow and achieving a 24‑hour turnaround (on all tickets not requiring special order).
• Manage all aspects of repair workflow: intake, job prioritization, service part order management, timely completion and quality of all work, and rider communication.
• Assist with general store tasks including opening/closing of store, resolving customer service/POS issues, participating in community/marketing events and ongoing staff meetings to improve department and company.
• Monitor sell‑through on all service‑specific parts and accessories; establish a “never‑out” list made up of commonly needed shock seals, chains, cassettes, and cleats.
• Oversee and ensure swift completion of all warranty issues and shop bikes.
• Maintain primary point of contact with Specialized warranty representative.
• Uphold all safety, cleanliness, and appropriate stocking of tools at workstations (service department and rider care).
• Staff has direction and is informed when manager is not present (days off, time off, etc.) so that all service members are working purposefully toward service goals.
• Evaluate each employee’s performance and act as the first point of contact when issues arise in service among riders, service employees, and the service/sales interface.
• Contribute to the larger Specialized R&D team by closing the feedback loop; provide insights from both the technician’s perspective and transmit valuable critique and reaction from our riders.

• Passion for cycling and the Specialized brand.
• A current or former retail employee with 1+ years of experience.
• Excellent communication with the ability to effectively interact with riders and team members.
• Must be able to work as business dictates which includes weekends.
• Ability to stand for extensive time periods; while occasionally walking, kneeling, or reaching.
• Able to lift at least 50 lbs. or more and use proper lifting skills.

• Short and Long Term Disability
• Employer‑sponsored health care option for individuals and families
• Company sponsored life insurance
• Optional Term Life Insurance
• Optional Critical Illness insurance
• Optional Critical Accident insurance
• Competitive vacation package*
• Paid company holidays
• Employee discounts on all product
• Compensation: $22‑$26 per hour + commission (for eligible employees)

Apply BELOW