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The Service Manager, manages the Mechanics Team of up to 10 techs and ensures the quality of all bikes being built and serviced at Bici. The Service Manager schedules service and deals with team-related issues including onboarding, training and performance management. Maintain SOPs and quality standard documents to support the functioning and development of the service department.

Key Accountabilities:

• Customer Satisfaction: Work with the service team to address and resolve any service-related customer issues or complaints promptly and professionally. Monitor service outcomes and seek continuous improvement in both technician skills and service delivery.
• Service Appointment Management: Oversee the scheduling and booking of service appointments to ensure efficient workflow and timely customer service. Ensure customers and colleagues are kept informed about appointment availability and service timelines.
• Work Order Execution (on the tools): Execute a high standard of workmanship and customer satisfaction with approx 25% of allotted work hours reserved for work order execution. Lead by example with quality and efficiency of work order execution.
• Technician Supervision & Coordination:
  Lead, train, and manage a team of service technicians to ensure high standards of workmanship and customer satisfaction. Allocate work based on technician expertise and availability, ensuring balanced workload distribution. Monitor technician performance and provide constructive feedback to improve efficiency and skillsets.
• Standard Operating Procedures (SOP) Development: Create and implement SOPs for service operations to standardize procedures, improve consistency, and ensure quality control. Define, document and refine SOPs in response to customer feedback, industry changes, and operational challenges. Maintain up-to-date knowledge of bicycle service techniques, trends, and technologies to guide procedure development. Ensure all services are performed to meet Bici standards in both quality and efficiency.
• Inventory Management:
  Collaborate with the Product Team to monitor the ordering and inventory control of service parts and supplies to ensure availability and minimize downtime.
• Team Development & Training:
  Provide ongoing training to service technicians on the latest techniques, tools, and customer service practices.
  Foster a positive and collaborative work environment to encourage team growth and job satisfaction.
• Reporting & Performance Metrics:
  Track and report key service performance metrics, such as turnaround time, customer satisfaction, and technician productivity. Analyze service data to identify trends, areas for improvement, and opportunities to optimize processes and department costs.
  

Strategic Outcomes:

• The Service Manager will be responsible for elevating the customer experience through efficient and high-quality bicycle service and repair operations and work order execution. This position will drive service department growth by ensuring fast turnaround times, high service standards, and customer satisfaction.
• By optimizing the workflow of repair orders, managing our pre-build schedule in the offseason and throughout the selling season, managing inventory effectively, and fostering a team-oriented environment, the Service Manager will contribute directly to the store's reputation for reliability and professionalism. Ultimately, the Service
• Manager will play a key role in increasing repeat business, driving profitability, and maintaining a strong competitive edge in the local Vancouver market in turn increasing our reputation with customers across Canada.
  

Skills and Experience:

• Proven experience or ability in a supervisory or managerial role, preferably in a bicycle retail environment or a related service industry.
• Strong knowledge of bicycle repair and maintenance, with the ability to train and mentor technicians.
• Excellent organizational and time management skills with the ability to manage multiple tasks simultaneously.
• Ability to develop and implement SOPs, ensuring processes are streamlined and standardized.
• Strong communication skills, both with customers and internal team members.
• Ability to provide constructive feedback and lead a team with a customer-focused mindset.
• Comfortable working with service software systems for appointment scheduling and tracking.

Preferred Skills:

• Previous experience managing a service department or workshop in the bicycle industry.
• Familiarity with inventory management and parts ordering.
• Basic knowledge of business management practices, including budgeting and performance analysis.

Physical Requirements:

• Ability to lift and carry bicycles, parts, and equipment as needed.
• Ability to work in a fast-paced, dynamic environment while maintaining focus on service quality.
  

Position Title: Service Manager
Location: 1497 Adanac Street, Vancouver, BC
Position Types: Full-Time
Reports To: General Manager
Compensation: $ will be added soon + variable compensation commission structure.

We set the standard for high-quality repairs, ensuring every bike that leaves our shop is dialed and ready to perform at its best.

From training technicians to optimizing workflow, we foster a service team that works efficiently and delivers outstanding results.

Every repair is an opportunity to build trust—whether it’s a quick tune-up or a full overhaul, we ensure riders leave ready to ride.