Service Manager – Wheelzup Adventures Bike Service Department
Role Overview
The Service Manager oversees all aspects of Wheelzup’s bike service operations. This includes managing repairs for GAP and C&O Canal trail riders, servicing local customers’ bikes, maintaining Wheelzup’s rental fleet, and ensuring operational efficiency through data-driven decisions. The Service Manager is both a leader in customer experience and a systems thinker who uses metrics to continuously improve outcomes.
Core Responsibilities
1. Customer Repairs & Trail Support
- Manage intake, scheduling, and timely completion of repair jobs from trail riders and locals.
- Implement a “triage system” for trail emergencies (same-day quick fixes vs. long-term repairs).
- Standardize service packages (e.g., Safety Tune-Up, Mid-Ride Emergency Fix, Full Overhaul) with transparent and profitable pricing.
2. Rental Fleet Management
- Oversee preventative maintenance schedules for Wheelzup’s rental fleet (hybrids, e-bikes, gravel bikes, kids’ bikes).
- Track mileage, usage hours, and service intervals with a digital log.
- Coordinate staff assignments for daily checks and seasonal deep service cycles.
3. Staff & Workflow Management
- Supervise mechanics and service staff, ensuring workload balance and consistent repair quality.
- Conduct scheduled trainings of team members in Wheelzup service standards, customer interaction, and upselling opportunities (accessories, upgrades).
- Create weekly staff schedules aligned with projected trail traffic and event calendars.
4. Inventory & Vendor Relations
- Monitor parts inventory (tubes, chains, brake pads, drivetrains, e-bike batteries) to reduce downtime.
- Use sales and service data to forecast part needs and place vendor orders in advance.
- Coordinate with retail staff to align service with product recommendations.
Data-Driven Management Framework
The Service Manager builds decisions on key performance indicators (KPIs) and reporting:
Service Volume & Efficiency
- Track number of repairs per week, average turnaround time, and service completion rates.
- Goal: 90% of standard repairs completed within 72 hours.
Fleet Readiness
- Maintain >95% availability of rental fleet during peak season.
- Flag bikes requiring >2 services in 30 days for deeper inspection/replacement.
Customer Metrics
- Track repeat service customers, trail rider referrals, and post-service Google reviews.
- Target: +15% year-over-year increase in service revenue.
Financial Metrics
- Monthly service department P&L review.
- Measure profitability of repairs vs. fleet maintenance costs.
- Track upsell ratios (service → retail parts).
Operational Forecasting
- Use trail traffic data (from GAP/C&O counters, Wheelzup shuttle bookings, and seasonal trends) to staff service hours and stock parts.
Tools & Systems
- POS/Service Software: Integrated with Wheelzup’s booking and retail system (Lightspeed, Square/PeekPro).
- Fleet Tracker: Spreadsheet or database with usage/service logs.
- Dashboard: Monthly KPI report for leadership (e.g., revenue vs. goal, turnaround time, fleet uptime).
- Customer Feedback Loop: Service follow-up surveys + Google review requests.
Example Weekly Rhythm
- Monday: Review prior week’s KPIs; set weekly goals.
- Midweek: Service team meeting on current fleet readiness + incoming trail groups.
- Friday: Inventory check; prepare rental fleet for weekend peak.
- Monthly: Present service department report to Wheelzup leadership team.
