Retail Equipment Services Lead

Overview

The Equipment Services Lead has primary responsibility for operating the store's service department including scheduling and maintenance so as to maintain high quality and safety standards and deliver extraordinary service to our athletes. The Equipment Services Lead is responsible for building, maintenance and repair all types of equipment from entry level to high end. In addition the core responsibilities within the service department, the Equipment Services Lead is expected to be fully trained in sales and register functionality to help meet the needs of the athletes visiting our House of Sport location.

Role Responsibilities

Service & Operations

• Preserving complete and accurate shop records and maintaining record keeping systems.
• Scheduling and monitoring the production and throughout of shop work to meet customer demand.
• Completing Post Accident inspections and reports as necessary.
• Own scheduling and inspection/repair process for operations ensuring equipment is available and ready for the customers.
• Assists with maintaining equipment and ensuring a clean, secure and safe work environment.
• Properly utilize company systems to ensure all equipment is correctly checked out and checked in when returned.
• Partners with the Community Team to bring visibility to equipment service offerings.

Building, Maintenance and Repair

• Lead the shop team in all services, including but not limited to:
• Bike: minor repairs, changing flat tires, repairing/replacing parts; fitting accessories (lights, pannier racks or cycle computers), routine safety checks; cleaning, degreasing and lubricating bicycles and components, etc.
• Snow Equipment: base cleaning, sharpening, waxing, brushing, polishing and preparation, detuning tips/tails.
• Diagnose faults, damage and wear to give accurate estimates to athletes, and educating them on and whether repairs are essential or recommended.
• Assemble new equipment and preform quality checks before handing off to the explorer.

Customer Service

• Assist and educate athletes with the purchase including how to use and maintain their equipment and accessories.
• Support Company standards of selling and customer service by providing a friendly environment, including greeting and acknowledging every athlete and maintaining solid product knowledge.
• Contributes to sales results by knowing products and services, accurately communicating product information.

Supervise & Develop Talent

• Working with management to build, train, and certify a team of Technicians to carry out shop service.
• Handling risk by ensuring all shop employees are trained and certified to the level of work they perform and all work meets vendor quality and safety specifications.
• Train and mentor new hires by sharing experience, knowledge and best practices. Share timely feedback on projects, tasks and deliverables.

Leadership Competencies

• Our Leadership Competencies set the bar of what great people leaders look like.
• They define the behaviors of leaders that can drive the business and build great talent.
• Here are the competencies we expect from our Store leaders:

• Ensures Accountability
• Customer-Focus
• Collaborative
• Instills Trust
• Decision-Quality/Decision-Making Abilities
• Action-Oriented
• Engagement Driver
• Talent Developer
• Effective Team Building Skills
• Plans & Aligns

Qualifications

• Flexible availability - including nights, weekend, and holidays
• Prior retail sales experience (or customer-focused experience) preferred
• 2 + years previous shop experience or equivalent including assembly, service and repair of bike and other equipment; preferred previous experience managing a team