Position Summary
:
Responsible for planning, executing, and overseeing the day-to-day operation of the Service Department, which supports Fox Factory bicycle suspension, Race Face/Easton components, and Fox’s OEM Lab Leading a team of suspension technicians, technical customer service representatives, and service operations, the Service Manager will ensure the team delivers best in class services and experiences to our customers.
Position Responsibilities:
1. Foster a spirit of teamwork and unity among department members and with the focus on collaboration to enable each individual and the department to succeed
2. Provide oversight and direction to team members in accordance with the organization's policies and procedures
3. Establish a unified, best-in-class Service team by regular coaching, mentoring, and developing team members to help meet individual, customer wants, and departmental goals
4. Monitor work schedules including assignments, job rotation, training, coverage for absenteeism, and overtime scheduling
5. Adjust staffing levels to ensure department goal of 24-48 hours of turnaround on services rendered
6. Schedule work appropriate for each technician’s skills level and ensure assignments are completed accurately and on time
7. Work with FOX personnel to communicate and resolve service and/or customer issues
8. Monitor all productivity goals and provide weekly reports
9. Achieve established monthly, quarterly, and annual targets
10. Work closely with the Demand Planning departments to ensure Service kit levels are available for the technicians to perform their daily duties
11. Oversee warehouse operations and the daily requirements to receive, pick, and ship products
12. Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication
13. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources and next level manager, when necessary
14. Be available to attend and participate in company functions and meetings that pertain to Service activities
15. Promote and ensure a safe, clean, and effective work environment
16. Provide escalation support for technical customer service representatives when dealing with issues that require next level participation in order to reach a resolution
17. Thrive in a customer-driven atmosphere that requires strong customer skills and a “do whatever-it-takes” mentality to meet and exceed company and customer expectations
18. Travel domestically and internationally, when applicable, for key events and meetings
Specific Knowledge, Skills or Abilities Required:
19. In-depth knowledge of the methods, techniques, parts, tools and materials used in suspension maintenance and repair
20. Exceptional organization skills and prior experience with building processes and procedures
21. Strong written and verbal communicator
22. Ability to work effectively with individuals of all levels and across teams
23. Strong interpersonal skills
24. Technical understanding
25. Proficient in Microsoft Office suite (Teams, Excel, Outlook)
26. Computer confident: Able to learn and utilize Oracle ERP system and other work-related applications
27. Familiarity with safety protocols
Position Qualifications:
Education:
28. High school diploma or equivalent required.
29. Associate’s degree or diploma in a service/mechanical related field preferred
Experience:
30. 5+ years of management experience in a mechanical service environment
31. Experience leading and developing a team or creating department structure and processes
Work Environment and Physical Requirements:
32. Ability to safely handle tools and equipment
33. May lift up to 50 lbs.
34. Requires walking, standing, bending and lifting for long periods of time
35. Vision abilities required to validate and enter data on computer