Position Purpose: The Shop Service Lead manages the service department in a way that the service department serves the interests/profitability of the shop as a whole. This supervisory role includes scheduling work for repair shop service, making estimates for work and acting as the primary figurehead supervising the mechanic team. Additionally, the Shop Service Lead is the figurehead of the service department in regard to customer relations and achievement of service levels for the shop. 
 
Responsibilities:  

• Responsible for ordering Thule racks, carriers, and related components, as well as coordinating and scheduling customer installations to ensure timely completion, accurate fitment, and an exceptional customer experience. 

• Oversee/supervise the mechanic team and administers workload. Schedules work hours for the entire service department staff and coordinates customer scheduling of work subject to budget approval of the budget manager. 

• Creates and administers policies in regard to dress codes, work-space cleanliness, and any work habits that might affect the image and productivity of the service department. 

•  Values and works collaboratively and respectfully  across a variety of differences among team members and customers. 

• Orders and maintains an inventory of replacement parts adequate to support repair work and over-the-counter parts sales, with orders subject to budget approval of the budget manager. Places order and reconciles the purchasing card statements. 

• Responsible for the creation and implementation of the quality systems to insure safety compliance and completed work meets standards for our customers. 

 
Health and Safety Requirement: Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions or at-risk behaviors to leadership, and conducting work in a safe manner. Those in a leadership role are also expected to model safe behaviors, evaluate risk, and ensure that risks are reduced to acceptable levels. 
 
Education Level: Vocational/Technical Degree 
Years of Experience: 3+ years 

 
Skills and Qualifications:  

• Must have prior experience with installation of Thule rod racks and components 

• Must be a highly skilled mechanic. 

• Must have ability to supervise others. 

• Must have administrative skills (gathering and summarizing information), communication skills, ability to delegate responsibilities, and budget-management skills. 

• Demonstrated capacity for collaborative work in a retail environment, is adept at serving customers and teams from a variety of backgrounds 

• Familiarity with the components and parts sold by the shop. 

• Ability to understand the suitability and compatibility of bicycle components to each other. 

• Ability to listen carefully to customers. 

• Ability to understand common repair-customer fears and how to neutralize them. 

• Ability to communicate verbally in a clear fashion. 

• Ability to understand shop labor charges and parts charges. 

• Ability to follow shop procedure for writing repair documents. 

• Ability to understand and use the shop work schedule system.