Service Manager

We’re looking for a hands-on Garage Manager to lead this operation in Austin. This role is focused on managing the service department, supporting a team of mechanics, and delivering a smooth and professional customer experience.

About MOD BIKES

Founded in 2018 with limited funding and unlimited passion, MOD BIKES started out in a small shop in Austin, Texas with one big goal: to create the ultimate riding experience. Fast forward to today, and we’re proud to be a brand recognized worldwide — designing electric bikes, accessories, and unique customer experiences that set our brand apart. But we’re not just about bikes — we’re about building lasting relationships. From the first ride to years down the road, our mission is to make sure our riders feel supported, empowered, and part of the MOD family. We’re a small, tight-knit crew powered by good vibes, teamwork, and a “let’s make it happen” attitude. If you’re passionate, curious, and ready to help us turn impossible ideas into everyday wins, then come join us — we’re building something special, and we’d love for you to be part of it.

Description

At MOD BIKES, our “Garage” is the heart of our service operation—this is where we repair, maintain, and assemble bikes for our customers.
We’re looking for a hands-on Garage Manager to lead this operation in Austin. This role is focused on managing the service department, supporting a team of mechanics, and delivering a smooth and professional customer experience.
You’ll be responsible for keeping the garage running efficiently, solving technical challenges, and continuously improving processes—all while being part of a strong, positive team environment.

Key Responsibilities

Operations & Team Leadership

• Oversee daily garage operations and workflow
• Lead, support, and manage a team of mechanics
• Assign work based on technician skill level and workload
• Step in to resolve issues and keep things moving efficiently
• Maintain a clean, organized, and high-functioning workspace

Customer Experience & Service Flow

• Check customers in and out for service and repairs
• Create and communicate clear service estimates
• Provide updates and ensure a smooth overall experience
• Handle customer issues when they arise

Technical & Service Oversight

• Diagnose and troubleshoot mechanical and electrical issues
• Support technicians with more complex repairs
• Work on bikes as needed
• Provide phone or video support to customers when required

Warranty, Fleet & Logistics

• Handle warranty cases and coordinate with internal teams
• Manage fleet maintenance accounts
• Coordinate occasional bike pickups and deliveries

New Bike Hand-Offs

• Prepare and hand off new bikes to customers
• Ensure bikes are fully ready and properly set up
• Walk customers through usage, features, and safety

Process Improvement & Performance

• Create, document, and improve service processes
• Keep systems organized and consistently followed
• Improve efficiency, turnaround time, and team productivity
• Contribute to increasing service revenue and overall profitability

What We’re Looking For

• Strong mechanical experience (bike or e-bike preferred)
• Basic understanding of electrical systems (or willingness to learn)
• Experience leading or managing a team
• Highly organized and process-oriented
• Strong communication skills
• Ability to handle multiple tasks at once
• Comfortable being both hands-on and managing others

Tools & Systems

• Proficient with Mac
• Comfortable learning new software quickly
• Experience with Asana, Shopify, Slack (or similar tools)

Additional Expectations

• Team player with a positive attitude and good energy
• Ability to fit into a strong, collaborative team culture
• Willingness to work occasional weekends and holidays

Nice to Have

• Experience in a bike shop, automotive, or similar service environment
• E-bike experience
• Familiarity with service/ticketing systems
• Experience handling warranty processes