Service Manager - Arlington, United States - Conte's Bike Shop

Description

Responsible for creating the "experience" in the entire store for all of our customers 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.

Focuses on being a team player in the spirit of the Conte's Bike Shop Values; Knowledgeable & communicative, Inclusive, People focused (compassion & empathy), Future focused, Integrity, Locally authentic, Hardworking & open minded.

This role has 3 priorities:
Quality of work, customer service & organization of the workshop.

• Provide exceptional customer service
• You are responsible for the quality control of all bikes you work on and it is your duty to ensure that they have been correctly assembled and setup.
• Manage the workshop schedule to a realistic and profitable outcome, including building the appropriate amount of bikes for replenishing the shop floor of sale bikes.
• Manage the completion of all assigned jobs as per the work schedule
• Ensure all operational tasks delegated are completed
• Mitigate customer service issues by helping to proactively manage issues as they arise
• Ensure a high degree of focus on quality of workmanship & workshop organization
• Focus on constantly developing product & service knowledge
• Responsible for coordinating opening, closing and daily operations of the service area.
• Responsible for coordinating the general cleanliness and organization of the store, service area, parking lots, stock areas, entrance and backroom.
• Ensuring store looks full, fresh and bikes are built & QC'ed
• Provides timely feedback and ongoing coaching for mechanics.
• Provides ongoing mechanic training with regular meetings
• Responsible for communicating with the General Manager areas of opportunity for staff development.
• Handles all servicerelated customer satisfaction and complaint follow up to ensure that all customers are satisfied with their service and agreements are made.
• Is a solution to shrink reduction and documents all servicerelated transactions even if they are zero cost, noninventory or complimentary services.
• Reviews regular reporting and works towards the overall store GM goal.
• Ensures that customers are communicated with immediately when service is completed.
• Reviews daily the rental bookings and makes sure bikes are prepared.
• Communicate with the buyer to maintain proper stocking levels.
• Be proficient in the latest technology and be able to demonstrate a high degree of proficiency. Be able to translate to all staff.
• 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 cleanup.
• Maintain a clean work area during business hours to display professionalism to customers.
• Reduce shrink on bike repairs by ensuring that all products are being input in the POS.
• Regularly review (10% check) workmanship by mechanics bikes are completed with a high degree of detail and done within an acceptable period of time.
• Always work towards a 24hour turnaround.
• Keep all high turning service parts in stock.
• Always make the customer the first priority.
• 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.
• Behave in a way that is professional while operating with high integrity and honesty.
• 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.
• Always working towards overall store improvement and efficiency.

Qualifications:

• Must be a good communicator; excellent people skills
• Strong organizational skills
• Must provide motivating and enthusiastic customer experiences
• Be able to handle high volume sales and lead team accordingly
• Flexible; must fit in and work well with all peers
• Has a high attention to detail
• Be flexible and open to a high degree of change
• Highly desirable: Extensive mechanical background

Benefits (for full time positions)

• Participation in the Company's 401(k) Plan with Company matching
• Paid Time Off (PTO) program 80 hours a year, accrued from 1st day of employment
• Employee Purchase program
• Participation in the Company's Medical, Dental & vision insurance plans.

The Company is an equal opportunity employer. Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex,