Service Technician

Posted by Outdoor Gear Exchange on 05/10/2023

Job Basics

Industry Sector: Bike, Lifestyle, Outdoor, Snow, WaterSports

Job Categories: Retail - Bike Mechanic - Ski Technician

Company Type: Retailer

State: VT

City: Burlington

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time

Salary: $35,410 - $42,450

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

For more information, visit https://www.gearx.com/careers

SERVICE TECHNICIAN LEVELS 2 & 3

We are currently hiring for Service Technicians level 2 and 3 based on experience and qualifications.

SERVICE TECHNICIAN: LEVEL 2

Service Technician: Level 2 is a mid level position in the Service Department with specific focus on bike, ski, and equipment repair. This person may possess mid level skills in one or two specific areas, or lower level skills across a range of areas.

The primary responsibilities of this position are customer bike repair and overhauls, bike assembly including parts kit builds, ski mounting and tuning, general equipment repairs, interfacing with our service customers, and providing backup to the sales floor when needed.

KEY RESPONSIBILITIES (IN ADDITION TO LEVEL 1):

• Customer Service: Ensure accurate assessments of repairs to be performed and provide customers with detailed information regarding their repairs including price, compatibility, and turn around time. Maintain clear and accurate records and paperwork, ensuring invoices are accurately updated, parts are clearly labeled, work orders are filed correctly, and demo procedures are followed. Organization, tidiness, and cleanliness of front service writing counter including organization of service writing merchandise. Set up and sale of demo/rental equipment including providing instructions to the user. 
• Bike Repair and Assembly: Completion of general bike repairs, tune packages, and basic suspension service in a timely manner as detailed in the SOP. Maintaining accurate work orders and providing customers with accurate updates on the repairs. Maintaining a clean and organized work station and informing Service Managers when tools/supplies are missing or damaged. 
• Ski Mounting/Tuning: Completion of ski mounts and tunes in a timely manner as detailed in the SOP. Ensure detailed follow up with customers regarding additional charges, issues, and completion of work Maintenance of records and paperwork, including updating invoicing information to be accurate. Maintain organization, tidiness, and cleanliness of work stations. Ensure that Service Managers are made aware when supplies are low or tools are broken. 
• Equipment Repair: Completion of general equipment repair including but not limited to basic zipper repairs, sewing, tent pole replacement/re-stringing, stove repair, boot buckle repair, snowshoe rivet replacement. 

QUALIFIED CANDIDATES MUST MEET THE FOLLOWING CRITERIA:

• Passion for cycling and snow sports
• Self-motivated learner, high level of attention to detail and creative problem solving skills
• At least 1 year of shop experience working on bikes and/or skis
• Thorough understanding of bicycle and/or ski systems and technologies
• Top-notch customer service skills, and ability to always jump in with enthusiasm to help customers

SERVICE TECHNICIAN: LEVEL 3

Service Technician: Level 3 is an upper level position in the Service Department with specific focus on bike, ski, and equipment repair. This person possesses high level skill with both bicycle and ski repair and can perform most of the services offered at OGE.

The primary responsibilities of this position are customer bike repair and overhauls, bike assembly including parts kit builds, ski mounting and tuning, general equipment repairs, interfacing with our service customers, providing backup to the sales floor when needed and triaging work orders in the absence of a Service Manager.

KEY RESPONSIBILITIES (IN ADDITION TO LEVEL 2):

• Staff Training: Provide in-depth shadowing/training for newer technicians and staff. These training sessions may be scheduled, or performed on the fly. The Level 3 Technician should teach all procedures in accordance with OGE SOP and/or manufacturers specifications. Attend relevant service clinics, product clinics, and training as deemed necessary.
• Work Order Triage: The Level 3 Technician is the go to person in the absence of the Service Manager. They can delegate work to other technicians, problem solve challenging repairs, and assist the Service Managers with daily workflow management. 

QUALIFIED CANDIDATES MUST MEET THE FOLLOWING CRITERIA:

• Passion for cycling and snow sports
• Self-motivated learner, high level of attention to detail and creative problem solving skills
• At least 2 years of shop experience working on bikes and/or skis
• Thorough understanding of bicycle and/or ski systems and technologies
• Top-notch customer service skills, and ability to always jump in with enthusiasm to help customers

About Outdoor Gear Exchange

We are Outdoor Gear Exchange (OGE), located on Church Street in beautiful Burlington, Vermont. Smart buying and over 25 years in the outdoor industry allows us to offer the best deals possible on a fabulous selection of gear for camping, hiking, backpacking, rock climbing, ice climbing, mountaineering, telemark skiing, alpine touring (AT skiing), nordic skiing, biking, kayaking, canoeing, adventure travel and yoga. We also have a fantastic selection of footwear and apparel from casual to technical. If you find yourself in town make sure to stop by for a visit.

OUR MISSION

To empower outdoor activity, adventure, and exploration of all kinds by cultivating community and encouraging knowledge sharing, while outfitting all people with gear that best meets their needs.

OUR VISION

A world where everyone feels welcome and is able to experience the wonder, well-being, and adventure of the outdoors in the most fulfilling way possible.