Bingham Cyclery - Service Manager

As the Service Manager, you will oversee the entire service department, ensuring seamless execution of workflow, quality control, staff development, and service profitability. With strong technical expertise and excellent communication skills, you will be the primary point of contact between customers and technicians. This role requires hands-on leadership, efficient operational management, and a focus on delivering exceptional customer experiences.

Service Delivery & Leadership

• Serve as the primary point of contact between customers and technicians.
• Conduct thorough bike inspections to assess service needs.
• Clearly communicate recommended repairs, maintenance options, and pricing to customers.
• Write detailed and accurate service tickets to ensure efficient workflow.
• Obtain customer authorization before work begins.
• Upsell service packages, accessories, and maintenance solutions to enhance customer experience.
• Handle customer questions and concerns in a professional and courteous manner.
• Resolving escalated service issues promptly, with leadership involvement when necessary.

Service Department Operations

• Manage service scheduling, repair queue, and turnaround times to maximize efficiency.
• Assign work to technicians based on their skill level, efficiency, and workload.
• Track job progress to ensure accurate and timely completion of repairs.
• Conduct final quality checks before customer pickup.
• Maintain a clean, organized, and efficient workspace.
• Ensure adherence to shop processes, safety standards, and service procedures.
• Collaborate with sales staff to support overall store goals.

Staff Development & Training

• Train, coach, and mentor service staff to improve technical skills and performance.
• Support onboarding and ongoing technical development of technicians.
• Establish clear expectations for productivity, quality, and customer experience.
• Monitor technician performance and provide constructive feedback.
• Promote company policies, standards, and culture within the team.
• Participate in monthly manager meetings to stay aligned with store goals.

Qualifications

• Experience with e-bikes and electronic systems.
• Strong customer service, communication, and organizational skills.
• Ability to understand, manage, and achieve performance goals.
• Previous service management or supervisory experience.
• Comfort using POS and service management systems.
• Ability to manage workflow in a fast-paced retail environment.
• Four or more years of bicycle repair, service writing, or service department experience.

Physical Requirements

• Ability to perform bike inspections involving bending, lifting, and twisting.
• Ability to stand and walk for extended periods.
• Ability to lift bicycles and boxes up to 100 pounds.

Application Instructions: Complete online job application (https://www.binghamcyclery.com/about/application-for-employment-staff-pg1412.htm)

Benefits & Perks

• Competitive compensation DOE with performance incentives.
• Employee discounts on bikes, parts, and accessories.
• Paid training, certifications, and professional development.
• Supportive, mission-driven company culture.

We're local and we love it!

We love where we live and have for over 60 years. We strengthen the fabric of our community and bring the joy of riding into the hands of many. We love riding bikes. We firmly believe that bikes make the world a better place and we’re honored to share that with you.

At Bingham Cyclery, we focus on you as a rider and the local riding infrastructure, we work hard to give you the roads, trails, teams, clubs, service, education and rides to help create the most successful cycling version of yourself possible.