Service Lead – Community Cycling Center – BikePortland

Job Title

Service Lead

Company / Organization

Community Cycling Center

Job Description

GENERAL POSITION SUMMARY
The Service Lead is responsible for the smooth operation of service through the shop. They will maintain clear communication with customers and staff to ensure that expectations are met or exceeded. They will be responsible for working with the inventory team to have bulk and special order parts available for service. This role is also responsible for maintaining a clear and organized service menu and service schedule.

RESPONSIBILITIES
Service (50%)
Provide quality, safe and efficient service on customer bikes
Communicate clearly with customers through the entire duration of their service; including but not limited to estimated time of completion, cost of parts and labor, and any delays or concerns, should any arise
Provide friendly, courteous, and welcoming customer service
Maintain a clear and organized service schedule
Maintain an organized and clearly labeled system for the physical storage of customer bikes and parts for service
Keep a clean, organized, and stocked workspace

Inventory Management (20%)
Keep supplies needed for service in stock (ex: lube, grease, gloves, cleaners)
Order parts and accessories as needed for customer bikes in a timely and efficient manner
Keep track of consumables in stock (tubes, cables, housing, etc) for use in the service department

Sales (10%)
Talk consumers through work orders as they are created, explaining what will be done during repair and why it needs to be done
Assist customers with the purchase of used bikes, and new and used parts and accessories when retail staff need support
Ring up customers for purchases and repair payments using the Lightspeed POS system
Strategic Planning and Process Evaluation (10%)

Leverage quality control process to identify growth areas
Collaborate with other senior staff to maintain and improve shop systems and facilities
Work with the Shop Leadership Team to evaluate opportunities, trends and feedback
Assess service prices annually and adjust as needed, taking into account the core principals of the organization
Other Responsibilities (10%)

Help advance the mission of the Community Cycling Center across all departments
Contribute to a standard work environment – answer phones, maintain a safe, clean & organized workspace
Collaborate with other senior staff to train and support less-experienced mechanics, including youth interns and apprentices
Other duties as assigned
REQUIRED SKILLS AND QUALIFICATIONS
5+ years of professional bike mechanic experience
Strong interpersonal communication skills
Strong organizational skills including the ability to manage multiple assignments simultaneously
Ability to meet project deadlines and account for detailed objectives
Experience and success in creating inclusive work environments where people from diverse backgrounds feel safe and welcome
Must be available to work at least 2 night shifts (2pm-8:30pm) per week
Must be available to work weekends
Ability to lift, bend, squat, climb and more—this is a physically demanding job but reasonable accommodations can be made
Valid driver’s license
PREFERRED SKILLS AND QUALIFICATIONS
Experience with workflow improvement methods
Experience in a high-volume bike shop
Customer service experience
Experience with Lightspeed POS, Excel, Microsoft Office Suite, Adobe
Proficiency in Spanish
2+ years managing a Service Department in a busy bike shop
REPORTS TO: Shop Director
UNION/NON UNION: Union – ILWU Local 5
HOURS: Full Time
COMPENSATION: $23.92 to $28.71 per hour, based on experience
TERM: Permanent
BENEFITS: Health, Dental and Vision, Life & LTD, PTO and Sick time, Holiday Flex time

How to Apply

Please submit a cover letter and resume and references selecting Service Lead using the following form: https://airtable.com/appqtY47QuElnoqw5/shrIPWlgYE4IqUicF