Full Time Service Manager
About The Position
The Service Manager is the operations lead for the store’s Service Center and is accountable for decisions involving workflow, mechanic staffing, and performance indicators that support a strong customer experience. The manager serves as the shop’s primary service advisor, integrates sales and service, and holds the team accountable for Trek’s hospitality standards. The role includes training and developing employees, advising customers on appropriate services, managing service costs and orders, maintaining an efficient and clean department, and ensuring bikes are built and delivered appropriately. The Service Manager manages customer communications from the Service Department and writes more than 50% of the shop’s work orders. They review service reports, identify efficiencies, and anticipate the needs of both service and sales teams.
Requirements
- At least 3 years of bicycle service center experience.
- Strong communication skills.
- A positive, hands-on attitude and motivation to help customers.
- A warm, approachable manner, strong listening skills, and commitment to hospitality.
- Leadership skills and the ability to motivate and develop future leaders.
- Ability to plan effectively and anticipate the shop’s needs.
- Commitment to delivering the best possible customer experience.
- Willingness to attend Trek Service classes in Waterloo, Wisconsin.
- Proactive approach to staying current on industry changes and trends.
Responsibilities
- Lead Service Center operations, including workflow, mechanic staffing, and service KPIs.
- Serve as the primary service advisor and integrate the sales and service experience.
- Hold the team accountable for delivering Trek’s signature hospitality.
- Train, motivate, and develop employees and future leaders.
- Recommend appropriate services to customers.
- Manage and control service costs and keep service orders organized.
- Maintain a clean and efficient department.
- Help ensure the right bikes are built and delivered to the sales floor and customers.
- Manage customer communications from the Service Department and write more than 50% of shop work orders.
- Review service reports to find efficiencies and anticipate the needs of service and sales teams.
Benefits
- Flexible and fun company culture
- Competitive health care
- PPO and HDHP medical plan options
- Dental insurance
- Vision insurance
- Flexible Spending Accounts (FSA)
- Free life insurance and optional term life insurance
- Competitive vacation package
- 401(k) with match
- Employee Stock Ownership Plans (ESOP)
- 12 weeks of maternity leave with 100% pay
- Paid company holidays
- Tuition reimbursement up to $15,000 for undergraduate and master’s programs
- Employee discounts on all products
- Partner retail discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
