Service Manager - Hilltop Williamsburg - Brooklyn, NY

Specialized Retail East Coast LLC; New York (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive health care

Paid parental leave

Employee discounts

Job summary

Specialized Retail East Coast LLC in New York seeks a Service Manager to oversee the bike department repair shop. The role includes maximizing operational performance, improving rider service quality, and managing the repair workflow.

The ideal candidate will have retail experience, excellent communication skills, and a passion for cycling. Benefits include competitive healthcare, paid vacation, and employee discounts on products.

Qualifications

• Current or former retail experience of at least 1 year.
• Ability to stand for extensive periods and perform physical tasks.

Responsibilities

• Lead the service team in bicycle and store service functions.
• Manage repair workflow and ensure service metrics are met.
• Uphold safety and cleanliness of workstations.

Skills

Excellent communication skills

Ability to lift at least 50 lbs

Passion for cycling

Job description

Job Summary

Under the direction of the Store Manager, the Service Manager will oversee the bike department repair shop at Specialized. The service manager is ultimately 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.

Responsibilities

• Lead the service team in all bicycle and store service functions: new bike builds, walk‑in repairs, and checked‑in repairs.
• Oversee and assign workload to ensure efficient flow and achieving 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, resolve customer service/POS issues, participate in community/marketing events, and staff meetings to improve the department and company.
• Monitor sell‑through on all service‑specific parts and accessories; establish a “never‑out” list 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 safety, cleanliness, and appropriate stocking of tools at workstations.
• Ensure staff operate purposefully toward service goals when manager is absent.
• Evaluate each employee’s performance and be first contact when issues arise in service among riders, staff, and the service/sales interface.
• Contribute to the larger Specialized R&D team by closing the feedback loop; provide insights from the technician perspective and from riders.

Qualifications

• Passion for cycling and the Specialized brand.
• Current or former retail employee with at least 1 year of experience.
• Excellent communication skills; ability to interact effectively with riders and team members.
• Ability to work as business dictates, including weekends.
• Capability to stand for extensive periods, walk, kneel or reach, and lift at least 50 lbs. using proper lifting skills.

Benefits

• Competitive health care (Medical PPO or HDHP), dental, vision, and Health Savings Account.
• Short and Long Term Disability.
• Company‑sponsored life insurance (optional term life).
• Optional Critical Illness and Critical Accident insurance.
• Competitive vacation package (8 weeks paid parental leave).
• Paid company holidays.
• Employee discount on all product and Deep partner retail discounts.
• Fitness & Events reimbursement.
• Employee Assistance Program.
• Commuter benefits (if applicable in state).

EEO Statement

At Specialized, we are committed to building a diverse and inclusive workforce. We encourage applicants from all backgrounds and welcome diversity of race, gender, and background.