Service Manager

Trek•Walled Lake, MI

27d•Onsite

About The Position

The Service Manager is the operations lead for the store’s Service Center and is accountable for decisions concerning workflow, mechanic staffing, and performance indicators to ensure a strong customer experience. The role serves as the primary service advisor, integrates the sales and service experience, and leads the team in delivering Trek’s hospitality. The Service Manager trains and develops employees, recommends appropriate services to customers, manages service costs and work orders, and maintains a clean, efficient department. The role also takes an active lead in ensuring the correct bikes are built and delivered to the sales floor and customers. It requires managing all customer communication from the Service Department and writing more than 50% of the shop’s work orders. The manager reviews service reports to identify efficiencies and anticipates the needs of both service and sales teams.

Requirements

At least 3 years of bicycle service center experience.
Excellent communication skills.
Great 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 experience for every customer.
Positive, pitch-in attitude and motivation to help customers.
Warm, approachable manner, strong listening skills, and willingness to help during busy or challenging days.
Active learning mindset and willingness to attend Trek Service classes in Waterloo, Wisconsin.
Proactive approach to staying current on industry changes and trends.

Responsibilities

Lead operations for the store’s Service Center and make decisions about workflow, mechanic staffing, and KPIs.
Serve as the primary service advisor and integrate the sales and service experience.
Hold the service team accountable for delivering Trek’s signature hospitality.
Train, motivate, and develop employees and future leaders.
Engage with customers and recommend appropriate service at the right time.
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 all communication from the Service Department to customers.
Write more than 50% of the shop’s work orders.
Review service reports to identify efficiencies and anticipate shop needs so service and sales teams can succeed.