The Bicycle Industry Jobs Marketplace

Service Center Lead


Posted by HLC on 05/11/2023

Job Basics

Industry Sector: Bike

Job Categories: Operations

Company Type: Accessories

State: SC

City: Lexington

Country: United States

Required Experience:

Job Type: Full Time


Required to Relocate: Yes

Required to Travel: Yes

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements

Our Service Center Lead is in charge of overseeing the end-to-end processes for all types of customer returns. This position is also responsible for providing factory quality service and warranty repairs to our customers.  This can include answering technical questions about warranty and repairs, providing excellent customer service.


  • Process service orders including determining what is warranty and what is repair; communicating with customer; and data entry into appropriate system for billing.
  • Ensure compliance regarding the warranty policies and data requirements for claiming purposes.
  • Respond to technical questions and be able to troubleshoot and diagnose via phone and email.
  • Unbox, assemble, inspect, and re-pack all D2C bikes for specific brands.
  • Manage, generate and track supplier claims.
  • Implement and maintain KPI's and objectives (daily, weekly and monthly)
  • Provide the training of employees at other sites.
  • Promote continuous improvement and standardization of processes and work methods in order to improve the efficiency and service level.
  • Be a key player in establishing the procurement strategy for repair and service parts. 
  • Implement procedures for new warranty and service opportunities.


The position might require travelling for training purposes (Frequency is less than 2 time/year)


HLC is one of the largest distributors of bicycle parts and accessories in Canada and USA. We like to say it because to get there, it took exceptional employees!


About HLC

HLC is committed to empowering independent bicycle dealers with a selection of today's best brands, products and services. Our growth and success are the direct result of our commitment to offer the best possible customer service to our dealers.