Service Manager - Incycle - Santa Clarita, CA

About the Role

At Specialized, we’ve guided our every decision since 1974 to push the greatest human-powered machine into the future. In Company Owned Retail, we strive to be a transformative, inclusive, authentic, rider-focused, and collaborative team that creates the best bikes and delivers world-class rider care. We’re looking for a Service Manager to oversee the bike department repair shop, maximize rider-facing operational performance, and improve service quality.

Responsibilities

• Lead overall profitability of the department, covering and exceeding department run costs.
• Direct the service team in all bicycle and store service functions: new bike builds, walk-in repairs, and checked-in repairs, while exemplifying best practices.
• Oversee and assign workload to ensure efficient flow and achieve a 24-hour turnaround on all tickets not requiring special orders.
• Manage all aspects of repair workflow: intake, job prioritization, service part order management, timely completion, quality control, and rider communication.
• Assist with general store tasks, including opening/closing, resolving customer service/POS issues, and participating in community/marketing events and staff meetings.
• Monitor sell-through on service-specific parts and accessories; establish a “never-out” list of commonly needed items (e.g., shock seals, chains, cassettes, cleats).
• Oversee and ensure swift completion of all warranty issues and shop bikes.
• Maintain primary contact with the Specialized warranty representative.
• Uphold safety, cleanliness, and proper tool stocking at workstations (service department and rider care).
• Provide direction and clarity to staff when the manager is not present, ensuring alignment with service goals.
• Evaluate employee performance and address issues arising among riders, service employees, and the service/sales interface.
• Contribute to Specialized R&D by closing the feedback loop, providing insights from technicians and riders.

Requirements

• Passion for cycling and the Specialized brand.
• Current or former retail experience with 1+ years in a relevant role.
• Excellent communication skills for interacting with riders and team members.
• Ability to work weekends as dictated by business needs.
• Physical ability to stand for extended periods, walk, kneel, reach, and lift at least 50 lbs. using proper techniques.

Benefits

• Competitive health care (Medical PPO or HDHP), dental, and vision coverage.
• Health Savings Account (HSA).
• Short- and long-term disability insurance.
• Company-sponsored life insurance with optional term life, critical illness, and critical accident insurance.
• Competitive vacation package.
• 401(k) with company match.
• 8 weeks of paid parental leave.
• Paid company holidays.
• Employee discounts on all products and deep partner retail discounts.
• Fitness & Events reimbursement.
• Employee Assistance Program.
• Commuter benefits (if applicable in state).

Base pay depends on experience, skills, certification, and location. For additional information on benefits and perks, visit benefits.specialized.com.