Skip to main content

Service Manager

Job Description


Job Title: Service Manager

Department: Service/Repair

Reports To: General Manager


Summary: Responsible for every aspect of the repair shop operations for a given location as well the productivity of the mechanics and the quality of the repairs. Contributes to the overall success of the company by participating in all aspects of the business.


Duties and Responsibilities:

  • Complete repairs
  • Set tangible goals for sales staff
  • Motivate and reward sales staff using positive reinforcement techniques
  • Manage payroll for your department
  • Assist other mechanics with repairs
  • Creates the mechanic’s schedule
  • Monitor and maintain quality control systems
  • Inform mechanics regarding new policies, policy changes, new procedures, and procedure changes
  • Enforce the service department’s policies
  • Maintain warranty policies and procedures
  • Monitor and maintain mechanic’s efficiency, maintain mechanic productivity rate of at least 30 units/hr
  • Manage shop supplies
  • Maintain all shop tools
  • Ensure that proper safety practices are being followed
  • Handle customer complaints
  • Delegate jobs and responsibilities to mechanics  
  • Ensure customer service standards are being met
  • Maintaining employee morale
  • Train, hire, reward and terminate employees as needed
  • Meet staffing requirements ensuring the store has the correct number of mechanics at required levels
  • Make sure that there is good communication between sales and service departments
  • Process warranty claims on frames and parts
  • Provide training to mechanics as needed
  • Help maintain a positive work environment
  • Maintain a high degree of cleanliness and organization of the repair shop
  • Responsible for ensuring the facilities of the building are working correctly
  • Ensure mechanics have received base training for their mechanic level
  • Check work email and respond at the beginning and end of every shift
  • Responsible for basic facility management and upkeep. (Responsibility assigned by GM)
  • Ensures that repair work spaces are as conducive to personell’ success as possible

Successful completion of following orientation and training:

  • Freewheel Bike Training Guide For All
  • Freewheel Bike Service Training Guide
  • Trek University “Ninja” Status

Manage the parts department

  • Ensure necessary parts are in stock
  • Parts Dept is organized, clean & labeled correctly
  • Parts have accurate price tags
  • Inventory is accurate
  • Unnecessary parts are returned or put on clearance
  • Perform cycle counts as needed or directed


Reports Management

  • Ascend Reports
    • Work Orders
    • Unresolved warranties
    • Bikes built by mechanics
    • Labor completed by mechanics
    • Labor sales (check-in) by mechanics
    • ALL work order reports
  • Ascend Analytics Reports
    • Tech Center reports
    • Overall sales
    • Individual sales


Education/Experience: Minimum of 2 years retail management experience.

Skills and Traits:

  • Enthusiasm
  • Mathematical skills, calculate profit margin and markup (know the difference)
  • Mechanical skills
  • Strong verbal communication skills
  • Team working skills
  • Organisational skills
  • High energy level
  • Resourcefulness
  • Confidence
  • Strong leadership and team working skills
  • Strong record keeping skills
  • Ability to calculate figures and amounts
  • Ability to read, analyze and interpret P&L reports, productivity reports, labor and sales reports, actuals, etc.
  • Ability to solve problems in various situations
  • Ability to effectively present information and respond to questions from employee
  • Ability to work in a dynamic, multi-functional, multi-cultural environment

Physical Demands:

  • Able to sit or stand and walk throughout the scheduled work shift
  • Must be able to perform the essential functions of this job, reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
  • Able to lift and/or move up to 75 lbs.

Apply Now