Job Description

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This is a service director role that requires a leader who blends technical expertise in high-end bicycles and components with outstanding customer service. This role is for someone who naturally practices operational excellence, optimizes workflow, empowers technicians through coaching and training. and uses data to drive performance without compromising on personalization. The service director is a brand ambassador who builds lasting client relationships, leads high-functioning teams, and turns every service interaction into a moment of loyalty and trust.

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This is a career opportunity to enhance and expand a service center at the pinnacle of an industry. Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

On the day-to-day, your responsibility is to ensure the efficiency and effectiveness of the service center. You are responsible for cultivating relationships with discerning clients, assessing their service/repair needs, and delivering an unparalleled service experience.

• Monitor service department performance metrics and implement strategies to improve efficiency and profitability
• Maintain reporting systems to monitor and control the performance of the department
• Ensure that we provide exceptional customer service and maintain high levels of customer satisfaction.
• Oversee, scheduling, staffing, training, performance management and inventory management.
• Complete repairs and assist technicians with complex tasks.
• Maintain a positive work environment and ensure the cleanliness and organization of the repair shop.
• Attend management/leadership meetings and hold service department meetings.

Qualifications

Experience

• Master technician (primarily in road and gravel, mountain bike expertise a plus)

Skills

• Driven to be the best and work with the best.
• Goal oriented, enjoy setting high goals and tracking performance to exceed expectations.
• Keen problem solver, focused on continuously improving workflows, technician efficiency, and service speed.
• Strategic planner focused not just on day-to-day management but also on how to increase profitability and customer loyalty.
• Have the ability to build, shape and lead a high-performance team, emphasizing mentorship, training, and motivation.
• Thrive in a customer-first culture while managing service advisors and technicians.
• More than passionate about cycling, obsessive about the sport, excited about craftsmanship and beauty, and want to give clients best-in-class experiences.
• Desire to live the brands message in your own approach to the sport of cycling.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Retail

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