Retail Service Development Lead

Careers at Specialized

“Driving improvements in service maturity & revenue across our global retail network.”

SUMMARY

This role is responsible for elevating the service experience at retail stores (owned & independently run) and for deploying new service products. Partnering with in-country retail specialists & account managers, you will develop practical ways to audit service quality at bike shops whilst creating initiatives to reward retailers that consistently deliver a premium service experience. You will roll out revenue-driving service products (such as extended warranty, service plans etc), whilst supporting proactive field service campaigns.

• Do you have service experience with electro-mechanical systems (e.g. automotive, ebikes)?
• Are you familiar with the technical support needs of retailers – specifically their warranty systems/claim tools?
• Do you have proven experience in rolling-out service education programs and tracking completion?
• Have you reduced field failure rates and customer downtime through proactive service campaigns?
• Have you been responsible for hitting revenue targets from the sale of service or warranty plans?
• Are you a natural communicator/influencer that can bring multi-cultural teams together to drive change?

If you were able to answer “Yes” to these questions, we want to talk to you!

HOW YOU’LL MAKE A DIFFERENCE

• Routinely benchmark brand service experience through personal store visits, surveys & retail panel reviews.
• Develop and roll out a tiered service-level system for retailers - clearly defining store requirements, capabilities, and standards at each level.
• Drive adoption for a globally aligned retail service education program - focusing on diagnostic training, service standards and toolchain adherence - working with our internal 'Specialized University' team of content creators.
• Create and manage an audit system to track retailer service performance - including mystery shops, checklists, and performance metrics. Deliver KPIs and regularly report-out to the team.
• Identify, develop and execute service-based revenue opportunities such as extended warranties, branded maintenance packages or insurance products.
• Regularly partner with the Service Operations team to create gap analyses against current state - identifying opportunities for improvements in systems, tools & technical training
• Champion the service management & diagnostic needs of retailers/riders by submitting system or process requirements to our digital teams.
• Partner with field service experts to update & align preventative maintenance plans ahead of new bike launches.
• Partner with sales, marketing, and product teams to align service initiatives with broader business goals and customer experience standards.

WHAT YOU NEED TO WIN

• 5+ years experience in the motor / bicycle industry, with a strong focus on service or business development
• Proven experience building or scaling service programs in a retail environment
• Strong understanding of bicycle mechanics, shop operations, and customer service best practices
• Project management experience/certification, including experience across countries/remote etc.
• Excellent interpersonal and influencing skills, a self-starter with strategic mindset and strong executional abilities
• Analytical mindset with the ability to assess performance and implement data-driven improvements
• Willingness to travel domestically up to 30% (Valid driving license required)
• Passion for bikes; driven to make an impact for riders

Preferred Qualifications/Experience

• University degree or diploma in relevant field (Engineering, mechanics, electronics, service business)
• Experience with service leveling or certification programs (e.g., Shimano S-Tec, SRAM Technical University, )
• Project management certification (PMP, PMI etc)
• Background in adult education or training development
• Familiarity with Confluence, Jira, Salesforce
• Familiarity with CRM or service management tools
• Multi lingual is a plus (English, German, French)

Office Policy:

• This role can be located in one of the following locations: Dorking UK, Arnhem, NL, Holzkirchen, DE, or Cham, CH.
• In office 3 days per week. (Tues, Wed, Thursday)

We are riders—that fact has guided our every decision since 1974. When quality tires weren't around, we strove to make the best. When people wanted to ride cruisers in the dirt, we made the first production mountain bike. When roadies wanted to go faster, we doubled-down on carbon and built our own wind tunnel. And when we saw kids struggling to focus in school, we began supporting Outride to help promote better health through cycling.

Specialized. Made for riders, by riders.