Job Description
Sales & Service Technician
La Quinta, California
The Sales & Service Associate (SSA) supports the Sales & Service Expert (SSE) Sales & Service Manager (SSM) or General Manager/Owner in delivering the best customer experience through execution of our company Vision & Values and completion of tasks delegated from the SSM, GM or Owner. The SSA will not directly manage others.
DELIVER EXCEPTIONAL SALES EXPERIENCE: 40%
Provide a welcoming and transparent sales experience for potential new customers which can include creating customer profiles, connecting & building relationships & rapport with potential buying customers, addressing needs, questions, and concerns, presenting ebike options and offering and conducting test rides
Executing the sales process including asking for the sale and overcoming all objections the customer might have
Executing the T.O. (Turn Over) process if a customer is hesitant about buying.
Complete all new customer onboarding SOPs such as warranty review, bike care & maintenance, presenting annual service options, recommending and sales of accessories
Capture customer contact information from customers who did not purchase an ebike using established company and follow within 24-48 hours
Demonstrate a sense of common responsibility and teamwork across the sales & service team to improve the customer and team member experience
Be the early adopter and change management leader for new operational procedures and company directives
DELIVER EXCEPTIONAL SERVICE EXPERIENCE: 40%
Responsible for communicating and upholding company standards and leading by example through delivering the Pedego La Quinta Vision & Values; “We value community & integrity. We connect our customers to an active and healthy lifestyle. We deliver exceptional service through providing a friendly, inviting, and welcoming experience to every customer we meet.”
Strong understanding and knowledge of bicycle mechanics, components, and tools needed to complete repairs
Ability to diagnose mechanical issues with customer ebikes and provided solutions
Assemble new bicycles according to Pedego standards
Perform routine maintenance on bicycles including tire changes and brake adjustments
Create and maintain records of customer service requests and completed repair
Disassemble, clean, and reassemble bicycles for customers
Provide instruction on bicycle safety and maintenance to customers and staff
Perform tune-ups, oil changes and other repairs
Replacing parts such as tires, chains, brake pads, and derailleurs
Testing bicycles to ensure that they are functioning properly
Advising customers on appropriate bike types, features, and accessories for their needs
Keeping the shop clean and organized
Staying up to date on the latest bike models and parts
Repair, clean and service a variety of bicycles
Provide customer service and technical advice
Keep the work area clean and organized
Assist customers in selecting and purchasing ebike accessories
DELIVER EXCEPTIONAL MOBILE SERVICE EXPERIENCE: 15%
Mobile Service is an extension of our in-store service and the responsibilities outlined above are the same when fulfilling the Mobile Service role and will carry additional responsibilities as follows:
Must possess a current and valid California Driver’s License
Must pass a MVR (Motor Vehicle Record) check on a continuous basis as directed by ownership.
Inventory Management: Stocking the mobile unit (van/trailer) with the most frequently needed parts (tubes, cables, brake pads, sealant).
Independent Troubleshooting: Working solo without immediate access to a senior mechanic or specialized workshop tools.
Customer Service & Point-of-Sale: Processing payments on-site, quoting accurate repair costs, and explaining complex mechanical issues in simple terms.
Logistics & Route Planning: Efficiently scheduling appointments to minimize drive time and maximize daily service capacity
STORE ADMINISTRATION: 5%
Ensure that systems procedures are accurately followed:
Proper POS login & procedure, desk set up
File organization, customer telephone inquiries, customer registration and service appointment scheduling, rental bookings, tour bookings, coordinate, and scheduling deliveries of customer ebikes as directed by SSM,GM or Owner
Make bank deposits and executing cash management process as directed by management
Support SSM, GM or Owner with ordering and maintenance of store supplies
Support SSM, GM or Owner with proper retail inventory receiving and inventory control activities
ORGANIZATION RELATIONSHIPS
This position will NOT directly manage others and reports directly to the SSM, (GM in the absence of a SMM, GM in the absence of the SSM, Owner in the absence of a SSM or GM) or designated M.O.D. (Manager On Duty)
REQUIRED QUALIFICATIONS Knowledge, Skills & Abilities
Ability to connect with people, build relationships and rapport building skills
Strong communication skills both oral and written
Disciplined and detailed
Ability to work in a fast-paced environment
Able to be nimble & multi-task
Able to accept coaching and apply learning's
Have valid California Driver’s License and clean driving record
MINIMUM WORK EXPERIENCE, QUALIFICATIONS and DESIRABLE (not necessarily required) EDUCATION & CERTIFICATIONS
6 to 12 months of experience in a customer service function with emphasis on Product and/or Service Sales in a Retail environment
High School diploma or General Educational Development (G.E.D.)
E-Bike Technician & Mechanics Certification are highly desirable: LEVA/UBI/Bosch/Shimano/Mobility Connect
Basic computer skills
Basic mechanical skills
Physical Demands/ Environmental Conditions
While performing the duties of this job, the employee is regularly required to stand for up to 8 hours. The employee occasionally sits, walks, kneels, and reaches with hands and arms.
Frequently required to lift and/or move up to 50 lbs.
While performing the duties of this job, regularly exposed to moving mechanical parts.
The noise level in the environment is occasionally loud.
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.
TRAVEL REQUIREMENT
Travel will be required on a daily, weekly or monthly basis as needed: 15%
DISCLAIMER(s)
- The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity. COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting noncompliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (if applicable), and Pedego La Quinta policies and procedures. All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments. SERVICE & QUALITY: In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by Pedego La Quinta as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors. WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately. Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state, and local regulations; providing guidance to maintain a safe and healthy work environment.
Job Type: Full-time
Pay: $22.50 - $27.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
Work Location: In person
