Position Summary:\r\n\r\nResponsible for planning,\u00a0executing,\u00a0and overseeing\u00a0the day-to-day operation of the Service Department, which supports all Fox suspensions including bicycle and powered vehicle. Leading a team of Suspension Technicians and Technical Customer Service Representatives, the Manager, Service Centre will ensure the team delivers best in class services and experiences to our customers.\u00a0\r\n\r\nPosition Responsibilities:\r\n\r\n \tFoster a spirit of teamwork and\u00a0unity among department members\u00a0and\u00a0with the focus on collaboration to enable each individual and the department to succeed\r\n \tProvide oversight and direction to team members in the\u00a0department\u00a0in accordance with the organization's policies and procedures\r\n \tEstablish a unified, best-in-class\u00a0Service team by regular coaching, mentoring, and developing team members\u00a0to help meet individual and departmental goals\r\n \tMonitor work schedules including assignments, job rotation, training, coverage for absenteeism, and overtime scheduling\r\n \tAdjust staffing levels\u00a0to ensure department goal of 24-48 hours of turnaround on services rendered\r\n \tSchedule work appropriate for each technician\u2019s\u00a0skills level and ensures assignments are completed accurately and on time\r\n \tMaintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication\r\n \tProvide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of\u00a0Human Resources and next level manager, when necessary\r\n \tBe available to attend and participate in company functions and meetings that pertain to Service activities\r\n \tWork closely with Manager, Inventory\/PC departments, and staff to ensure proper Service kit levels are available\u00a0always\u00a0for the technicians to perform their duties\r\n \tMonitor all productivity goals and provides weekly reports\r\n \tAchieve estalished monthly, quarterly, and annual targets\r\n \tWork with FOX personnel to communicate and resolve service issues\u00a0\r\n \tPromote and ensure a safe, clean, and effective work environment\u00a0\r\n \tProvide escalation support for Technical Customer Service Representative when dealing with issues that require next level participation in order to reach a resolution\r\n\r\nSpecific Knowledge, Skills or Abilities Required:\r\n\r\n \tExperience leading and developing a team or creating department structure and processes\r\n \tIn-depth knowledge of the methods, techniques, parts, tools and materials used in maintenance and repair of suspension\r\n \tExceptional organization skills and prior experience with building processes and procedures a definite asset\r\n \tStrong communicator (written and verbal) and\r\n \tAbility to work effectively with individuals of all levels and across teams\r\n \tStrong interpersonal skills\r\n \tTechnical understanding\r\n \tFamiliarity with safety protocols\r\n \tProficient in Microsoft Office suite\u00a0\r\n\r\nCompetencies:\r\n\r\n \tCustomer Mindset: Exceptional customer experience is primary focus while performing job duties. Quality is a top priority.\r\n \tAdaptability & Innovation: Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.\r\n \tRelationship Building: Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect.\u00a0\u00a0\r\n \tAccountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.\r\n \tDecision Making and Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risks.\r\n \tTalent Development (Self and Others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with others and coach\/teach in effort to develop and support other employees\u2019 development.\r\n\r\nPosition Qualifications:\r\n\r\nEducation: Education: High school diploma or equivalent required.\r\n\r\nAssociate\u2019s degree or diploma in a service\/mechanical related field preferred.\r\n\r\nExperience: 5+ years of management experience in a mechanical service environment. Experience in a related field is an advantage.\u00a0\r\n\r\nWork Environment and Physical Requirements:\r\n\r\nDisclaimer:\u00a0 This list does not represent all physical demands.\u00a0 Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job.\u00a0 Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs\u2019 essential functions.\u00a0\r\n\r\nFOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.\u00a0 We base all employment decisions \u2013including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social\/recreational programs \u2013 on merit and the principles of equal employment opportunity.