Bike Mechanic, Sports Basement

About the role

Reports to: Sr. Bike Mechanic, Lead, Manager, Sr. Manager, Assistant General Manager, and General Manager.

Supervises: Assigned Entry-level Bike Mechanic.

Salary: $20-$28, DOE, non-exempt position. Specific starting wages are dependent on location and experience. Level 2

The Bike Mechanics helps create a WOW customer service and understands what makes Sports Basement awesome and unique. You walk our customers through the bike evaluation process, noting their concerns, and speak to potential issues you find with their bikes. Communication and problem-solving skills will complement your mechanical aptitude to help you succeed in this position. You work directly with the Lead and Management team to ensure the day-to-day operations and expectations of the shop are being met. You have a positive attitude and ensure daily task lists and projects are completed within your zone/department. You typically have oversight of one zone/department and work primarily in the bike shop, assisting neighboring zones/departments as needed. You’ll have the chance to get your hands dirty in the workshop and share your wealth of bike knowledge with our customers. Our goal is to be THE go-to bike shop in our community with the highest level of service and utmost integrity in serving our customers needs. The ability to come up with new ideas and be flexible with frequent change is a must. Depending on the needs of the store, other duties may be assigned from time to time. 

What you'll do

Customer Service/Service Writing

• You greet and help 100% of Service customers and call for help when appropriate.
• WOW Customer Service: Make contact, meet basic needs, engage, create ambassadors.
• You have completed all applicable SBU training, you are knowledgeable and able to effectively communicate about all products and services in your zone.
• You utilize SB tools (Sales Saver, JSY, LYP and Lightspeed) to deliver wow customer service.
• You provide clear and concise communication (verbal and written) with customers about work orders.

Mechanic Metrics

• Your average dollars in labor is >$660 AND >$110/hr for FT ; PT average is >$110/hr for a score of 4.
• Your repairs/builds are complete at the set average pace (except Tri/MTB pro builds) and thorough to ensure customer satisfaction.
• You are proficient in Lightspeed. The work you perform aligns with weekly summaries and information is filled out for both customer and staff accurately and thoroughly.
• You utilize opportunities to educate/train floor staff in their service writing ability.
• Your bench and work area is always clean and immaculate.
• You effectively utilize communication tools to share what's new and what's changed.
• You proactively improve your skills and product knowledge through additional SBU and vendor training, product use, and participation in those activities.

Staff Experience & Development

• Maintain open communication; zone/department staff find you approachable and are comfortable coming to you with questions, concerns or issues. 
• Actively participate in zone/department trainings and clinics.
• Other duties may be assigned from time to time.

Business Experience

• Stay up-to-date with all company information and quickly implement department initiatives.

Qualifications

• Previous retail or industry experience.
• Know how to do a tubular and tubeless tire setup.
• Clear passion for cycling and an advocate for all things bikes. 
• Knowledge of the gear in the assigned department.
• Ability to create a WOW experience for every customer.
• A self-starter and understand how to prioritize daily workload.
• Understands the charm of Sports Basement, and creates a positive and fun vibe that elevates the customer and staff experience.
• Strong verbal and written communication with customers and staff, assist customers in an enthusiastic and courteous manner.
• Attention to detail.
• Basic computer skills.
• Flexibility and adaptability as your role day to day might change.
• Must be able to lift 40 pounds, bend down repeatedly, and stand for the majority of a shift.
• Maintain a clean and safe work environment.
• Time management and problem-solving skills.
• Available to work during operating hours which include most weekdays, weekends, and holidays (except Thanksgiving and Christmas). 
• Internal Candidates: Awareness of business tools that are pertinent to your zone/department: including but not limited to Google Docs, Shopify, POS systems, Winterstieger, Sales Saver, Lightspeed and Fiori (Training is available on these software platforms.).
• Your repairs/builds are complete at the set average pace (except Tri/MTB pro builds) and thorough to ensure customer satisfaction.
• You are proficient in Lightspeed. The work you perform aligns with weekly summaries and information is filled out for both customer and staff accurately and thoroughly.
• You utilize opportunities to educate/train floor staff in their service writing ability.
• Your bench and work area is always clean and immaculate.
• You effectively utilize communication tools to share what's new and what's changed.
• You proactively improve your skills and product knowledge through additional vendor training, product use, and  participation in those activities.