Position Summary: Responsible for planning, executing, and overseeing the 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. Position Responsibilities: Foster a spirit of teamwork and unity among department members and with the focus on collaboration to enable each individual and the department to succeed Provide oversight and direction to team members in the department in accordance with the organization's policies and procedures Establish a unified, best-in-class Service team by regular coaching, mentoring, and developing team members to help meet individual and departmental goals Monitor work schedules including assignments, job rotation, training, coverage for absenteeism, and overtime scheduling Adjust staffing levels to ensure department goal of 24-48 hours of turnaround on services rendered Schedule work appropriate for each technician’s skills level and ensures assignments are completed accurately and on time Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources and next level manager, when necessary Be available to attend and participate in company functions and meetings that pertain to Service activities Work closely with Manager, Inventory/PC departments, and staff to ensure proper Service kit levels are available always for the technicians to perform their duties Monitor all productivity goals and provides weekly reports Achieve estalished monthly, quarterly, and annual targets Work with FOX personnel to communicate and resolve service issues Promote and ensure a safe, clean, and effective work environment Provide escalation support for Technical Customer Service Representative when dealing with issues that require next level participation in order to reach a resolution Specific Knowledge, Skills or Abilities Required: Experience leading and developing a team or creating department structure and processes In-depth knowledge of the methods, techniques, parts, tools and materials used in maintenance and repair of suspension Exceptional organization skills and prior experience with building processes and procedures a definite asset Strong communicator (written and verbal) and Ability to work effectively with individuals of all levels and across teams Strong interpersonal skills Technical understanding Familiarity with safety protocols Proficient in Microsoft Office suite Competencies: Customer Mindset: Exceptional customer experience is primary focus while performing job duties. Quality is a top priority. Adaptability & 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. Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect. Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements. Decision Making and Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risks. Talent 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’ development. Position Qualifications: Education: Education: High school diploma or equivalent required. Associate’s degree or diploma in a service/mechanical related field preferred. Experience: 5+ years of management experience in a mechanical service environment. Experience in a related field is an advantage. Work Environment and Physical Requirements: Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions. FOX 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. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs – on merit and the principles of equal employment opportunity.