Our Service Support Specialist would be primarily working at a desk answering service phone calls, responding to service emails and assisting with the coordination of suspension service & warranty. Don’t worry though, there will definitely be times you’ll be turning a wrench. You are often the first interaction a customer will have with the service shop, and a strong customer service focus is imperative. This position requires you to have a very strong & current knowledge of bicycles, repairs & parts, in addition to solid problem solving skills. If you can educate a customer with the difference between an integrated headset and an internal one, you’re the type of person we want!

What we are looking for:

• Strong bicycle mechanic background - ideally 3+ years in a bicycle service shop
• Prior experience in customer service via phone, email, chat
• Passion for developing relationships with customers & suppliers
• Impeccable attention to detail 
• Ability to multitask & skilled at online research
• Ability to learn quickly in an ever changing environment
• Professional communication with managers and team members
• A passion for all things cycling
• Friendly personality compatible with a fast-paced but fun shop dynamic

Communication method(s) used:

• Email
• Phone
• In-person, in-store

Job Duties:

• Answer incoming service inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record service information within our customer database
• Schedule service appointments & keep customers informed about the status of their repairs
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Communicate with suppliers & vendors to help answer questions, get timelines for product, compatibility & other answers as needed
• Coordinate, organize & track outgoing and incoming suspension service work (SRAM, Fluid Function, Suspension Werx)
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Additional Requirements:

• Ideal but not critical, proficiency with Google suite (Docs, Sheets) and Lightspeed
• Additional duties & overtime as assigned

Full-time Benefits (after 3 months):

• Dental insurance
• Health insurance
• Employee discount

Schedule: 8 hour shift per day, 40 hours per week - Weekends

Salary: $20.00-$25.00 per hour dependant upon experience

We are seeking an experienced bicycle mechanic to focus on precision assembly of custom, medium- to high-end mountain, road, gravel, and e-bikes in our warehouse. This position requires meticulous attention to detail, consistent adherence to torque specifications and build documentation, and effective coordination with Service, Sales, and Inventory to ensure every build meets our quality standards.

Qualifications

• Proven bicycle mechanic background — ideally 1+ year in a service shop or a strong track record assembling and maintaining performance bikes
• Demonstrated precision in assembly: torque-spec discipline, thread prep, alignment, cable/hose routing, and clean finishing practices
• Proficiency with modern systems: hydraulic brakes (DOT & mineral), tubeless setup, dropper posts, drivetrain setup, basic suspension settings (sag/rebound)
• E-bike proficiency: assembly and commissioning (mounting/torqueing drive units), firmware updates, diagnostics, and system checks for leading platforms (e.g., Bosch, Shimano, Mahle/Fazua); safe battery handling, charging, and storage procedures
• Ability to follow build sheets and QC checklists; accurate documentation in POS/work-order systems
• Strong organizational skills with the ability to manage multiple builds to deadline
• Professional communication with managers and cross-functional teams
• Commitment to ongoing learning and staying current with technology

Key responsibilities

• Assemble complete custom bikes from frameset to delivery, adhering to torque specs and manufacturer procedures
• Perform advanced assembly tasks: steerer and brake-hose cutting, internal routing, bottom-bracket installation, rotor alignment, cassette/chain sizing, tubeless setup, cockpit configuration, and initial suspension settings
• Configure and update electronic groupsets (e.g., SRAM AXS, Shimano Di2) and pair related components; complete firmware updates and function tests
• E-bikes: perform system setup/commissioning, run diagnostics, update firmware, verify sensor alignment, complete safety checks, and document battery health and charge status
• Conduct comprehensive QC inspections and test rides (as appropriate), documenting results and sign-offs
• Coordinate with Sales on specifications, substitutions, and timelines; liaise with Operations on parts sourcing and ETAs
• Build, inspect, and re-check stock bikes for display or shipment; prepare and pack bikes for e-commerce as needed
• Maintain a clean, organized bench; follow warehouse safety and tool-care standards
• Light wheel truing and small-part fitment as required
• Other duties as assigned

Additional requirements

• Comfort with Google Workspace (Docs/Sheets) and POS/work-order tools (Lightspeed experience an asset)
• Ability to stand for extended periods and safely lift up to ~50 lb
• Strict adherence to battery and electrical safety protocols for e-bikes

Employment details

• Job Type: Full-time, Permanent
• Benefits (after 3 month probationary period): Dental insurance, Health insurance, Employee discount

Schedule

• 8-hour shifts, 40 hours per week
• Weekends as required

Experience

• Bicycle Mechanic / Assembly: 1 year (preferred)
• Customer-facing experience is an asset; role is primarily warehouse-based assembly

Compensation

• $20.00–$25.00 per hour, dependent on experience

Expected start date: ASAP

How to apply
Please submit your resume and a brief summary of your background in a cover letter to loic.marguet@steedcycles.com.