BTI Factory Service Lead


Position now available in our Santa Fe Facility
Immediate opening in BTI's Factory Service Center.


BTI’s Factory Service Center/Manticore is looking for a candidate with the ideal blend of mechanical and customer service skills to perform repairs, communicate with customers and process incoming work orders.

Work Orders

  • Maintain the FSO (Factory Service Order) dashboard with direction from Factory Service Lead in Sparks; FSO approvals, UPS labels, Expired, Rejected, Abandoned, etc
  • Maintain the Manticore dashboard dashboard with direction from Factory Service Lead in Sparks; Approvals, UPS labels, approval emails, Rejected, Expired, etc. Convert all in-bound Manticore items to BTI FSOs
  • Receive, inspect, print, and schedule all in-bound FSOs
  • Service and tune shocks, forks, droppers, brakes, wheels, etc
  • Collect payments, prepare invoices, shipments, etc

Special Orders

  • Transfer repair parts between BTI warehouses
  • Place orders through BTI buyers for needed parts. Order from QBP/HLC for all items unavailable in BTI inventory either at time of arrival or after disassembly
  • Print BO reports and receive all special orders into BTI inventory
  • Obtain all service supplies; nitrogen, fluids, cleaners, etc. Add items from stock to Sales Order


  • Process Formula, Bike Yoke, Ohlins, etc product warranties

Relations related to your workshop

  • Maintain rapport with vendors, dealers, and Manticore clients
  • Weekly contact to keep dealers and consumers informed about delays or problems
  • Protect brand reputations at all times in personal and professional interactions
  • Address dealer inquiries, provide quotes, lists of suitable replacements, troubleshooting, forward manufacturer warranty/exchange policies and links, etc
  • Manage Manticore inquiries, prepare quotes, long distance trouble-shooting (have number of repair requests ancient shocks dropped)
  • Attend various manufacturer training sessions and necessary events, online
  • Educate dealers and the public
  • Promote Factory Service with help from BTI Marketing

Staff and Public Procedures

  • Keep department staffed to keep up with volume
  • Train staff in all procedures and policies
  • Update service procedures and criteria as new products make their way into the service market
  • Seek solutions for replacing common items that are facing DOA status, ie: all pre 2016 Fox forks are no longer supported by Fox
  • Suggest procedural or system modifications to improve efficiency
  • Communicate trends, limitations, outlook, etc. with management and inside sales staff
  • Participate in monthly reporting and planning meetings
  • Assist warehouse when necessary
  • Computer proficiency

We offer the following to all full time employees:

  • Company paid health/dental insurance
  • Paid time off
  • Paid holidays
  • Merchandise discounts
  • Commuter program
  • Competitive pay

BTI's place of employment is easily accessed by car, bus, bike, etc

   To apply, please email your resume to