Manager, Service Center in Woking

What We Do

FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand products are used primarily on bicycles, side-by-side vehicles, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, all-terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks.

Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!

Position Summary

Responsible for planning, executing, and overseeing the day-to-day operation of the Service Department, which supports Fox Factory bicycle suspension, Race Face/Easton components, and Fox’s OEM Lab. Leading a team of suspension technicians, technical customer service representatives, and service operations, the Service Manager 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 with a focus on collaboration to enable each individual and the department to succeed.
• Provide oversight and direction to team members 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, customer wants, 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 ensure assignments are completed accurately and on time.
• Work with FOX personnel to communicate and resolve service and/or customer issues.
• Monitor all productivity goals and provide weekly reports.
• Achieve established monthly, quarterly, and annual targets.
• Work closely with the Demand Planning departments to ensure Service kit levels are available for the technicians to perform their daily duties.
• Oversee warehouse operations and the daily requirements to receive, pick, and ship products.
• Maintain transparent communication 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.
• Promote and ensure a safe, clean, and effective work environment.
• Provide escalation support for technical customer service representatives when dealing with issues that require next level participation in order to reach a resolution.
• Thrive in a customer-driven atmosphere that requires strong customer skills and a “do whatever-it-takes” mentality to meet and exceed company and customer expectations.
• Travel domestically and internationally, when applicable, for key events and meetings.

Specific Knowledge, Skills or Abilities Required

• In-depth knowledge of the methods, techniques, parts, tools and materials used in suspension maintenance and repair.
• Exceptional organisation skills and prior experience with building processes and procedures.
• Strong written and verbal communicator.
• Ability to work effectively with individuals of all levels and across teams.
• Strong interpersonal skills.
• Technical understanding.
• Proficient in Microsoft Office suite (Teams, Excel, Outlook).
• Computer confident: Able to learn and utilise Oracle ERP system and other work-related applications.
• Familiarity with safety protocols.

Position Qualifications

• High school diploma or equivalent required.
• Associate’s degree or diploma in a service/mechanical related field preferred.
• 5+ years of management experience in a mechanical service environment.
• Experience leading and developing a team or creating department structure and processes.

Work Environment and Physical Requirements

• Ability to safely handle tools and equipment.
• May lift up to 50 lbs.
• Requires walking, standing, bending and lifting for long periods of time.
• Vision abilities required to validate and enter data on computer.

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.