Specialized Bicycles - SPECIALIZED COSTA MESA:
Service Manager - Bike Mechanic Job in Santa Monica, CA, CA
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Closed
Santa Monica, CA, CA
Full-time | Customer Service, Operations, Quality Assurance, Retail, Retail - Management
$40,000 - $60,000 annual
About the job
The Service Manager is responsible for creating the “experience” in the entire store for all of our clients through coordination, motivation and leading a team of exceptional mechanics while always working towards maximizing profitability of the store. Displays inspirational leadership that is responsible by offering the highest degree of client and employee satisfaction. Be able to identify, diagnose, repair and maintain all bicycle related mechanical operations and relay those skills to team. Oversees, coordinates and executes all service operations with a team mentality. Works closely with Sales Staff, Sales Manager, Sales Lead and Mechanics.
Essential Duties and Responsibilities:
• Service Management:
o Responsible for coordinating opening, closing and daily operations of the service area.
o Responsible for coordinating the general cleanliness and organization of the store, service area, parking lots, stock areas, entrance and backroom.
o Ensuring store looks full, fresh and bikes are built.
o Provides timely positive and negative feedback and ongoing coaching for mechanics.
o Provides ongoing mechanic training with regular meetings and check-in.
o Responsible for communicating with the General Manager areas of opportunity for staff development. Provides all 30 day and annual staff reviews for mechanics.
o Handles all service related customer satisfaction and complaint follow up to ensure that all customers are satisfied with their service and agreements are made.
o Is a solution to shrink reduction and documents all service related transactions even if they are zero cost, non-inventory or complimentary services.
o Reviews regular reporting and works towards an overall store GM goal of 90% or more.
o Ensures that customers are called immediately when service is completed.
o Reviews daily the demo sheet and makes sure demos are prepared daily.
o Communicate with the buyer to maintain proper stocking levels.
o Be proficient in the latest technology and be able to demonstrate a high degree of proficiency. Be able to translate to all staff.
o Ensure that all tools are accounted for and benches, floor and workstation are organized prior to shift end. Allow 30 minutes at the end of the day for clean-up.
o Maintain a clean work area during business hours to display professionalism to clients.
o Reduce shrink on bike repairs by ensuring that all products are being input in the POS.
o Regularly review workmanship by mechanics bikes are completed with a high degree of detail and done within an acceptable period of time.
o Always work towards a 24-48 hour turnaround. Keep all high turning parts in stock.
o Make sure that all customer special order parts have an associated name and that shrink, duplication of orders and/or lost parts is eliminated.
o Be able to understand the financials and reporting to openly discuss and identify opportunities in the store. Provide sales information weekly in Leadership Meeting.
o Train staff on all corporate initiatives from Specialized.
• Service Shift Leader Management:
o Provides operational assistance to ensure that the service area is maintained in absence.
o Manage all shift leader training towards common service goals.
o Provide regular feedback to work towards improvement.
o Regularly review POS operational functions and repair check in process.
o Improve management experience through coaching.
o Ensure the shift lead is executing all policies, procedures are being followed.
o Communicate all service goals and coach towards profitability management.
• Compliance to Company Standards:
o Always make the customer the first priority.
o Maintains a favorable working relationship with all other company employees to promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
o Behave in a way that is professional while operating with high integrity and honesty.
o Projects a favorable image of the store at all times to promote its objectives and foster and enhance public recognition and acceptance of all of its areas of endeavor.
o Always working towards overall store improvement and efficiency.
Essential Duties and Responsibilities:
• Service Management:
o Responsible for coordinating opening, closing and daily operations of the service area.
o Responsible for coordinating the general cleanliness and organization of the store, service area, parking lots, stock areas, entrance and backroom.
o Ensuring store looks full, fresh and bikes are built.
o Provides timely positive and negative feedback and ongoing coaching for mechanics.
o Provides ongoing mechanic training with regular meetings and check-in.
o Responsible for communicating with the General Manager areas of opportunity for staff development. Provides all 30 day and annual staff reviews for mechanics.
o Handles all service related customer satisfaction and complaint follow up to ensure that all customers are satisfied with their service and agreements are made.
o Is a solution to shrink reduction and documents all service related transactions even if they are zero cost, non-inventory or complimentary services.
o Reviews regular reporting and works towards an overall store GM goal of 90% or more.
o Ensures that customers are called immediately when service is completed.
o Reviews daily the demo sheet and makes sure demos are prepared daily.
o Communicate with the buyer to maintain proper stocking levels.
o Be proficient in the latest technology and be able to demonstrate a high degree of proficiency. Be able to translate to all staff.
o Ensure that all tools are accounted for and benches, floor and workstation are organized prior to shift end. Allow 30 minutes at the end of the day for clean-up.
o Maintain a clean work area during business hours to display professionalism to clients.
o Reduce shrink on bike repairs by ensuring that all products are being input in the POS.
o Regularly review workmanship by mechanics bikes are completed with a high degree of detail and done within an acceptable period of time.
o Always work towards a 24-48 hour turnaround. Keep all high turning parts in stock.
o Make sure that all customer special order parts have an associated name and that shrink, duplication of orders and/or lost parts is eliminated.
o Be able to understand the financials and reporting to openly discuss and identify opportunities in the store. Provide sales information weekly in Leadership Meeting.
o Train staff on all corporate initiatives from Specialized.
• Service Shift Leader Management:
o Provides operational assistance to ensure that the service area is maintained in absence.
o Manage all shift leader training towards common service goals.
o Provide regular feedback to work towards improvement.
o Regularly review POS operational functions and repair check in process.
o Improve management experience through coaching.
o Ensure the shift lead is executing all policies, procedures are being followed.
o Communicate all service goals and coach towards profitability management.
• Compliance to Company Standards:
o Always make the customer the first priority.
o Maintains a favorable working relationship with all other company employees to promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
o Behave in a way that is professional while operating with high integrity and honesty.
o Projects a favorable image of the store at all times to promote its objectives and foster and enhance public recognition and acceptance of all of its areas of endeavor.
o Always working towards overall store improvement and efficiency.