Service Manager

Trek•San Marcos, CA

About The Position

The Service Manager is the operations lead for the store’s Service Center and is accountable for decisions about workflow, mechanic staffing, and KPIs to ensure a strong customer experience. The manager serves as the primary service advisor, connects the sales and service experience, and leads the team in delivering Trek’s signature hospitality. The role involves training and developing employees, advising customers on appropriate services, managing service costs and work orders, maintaining an organized and efficient department, and helping ensure bikes are properly built and delivered to the sales floor and customers. The manager handles Service Department communications with customers and writes more than 50% of the shop’s work orders. They also review service reports, identify efficiencies, and anticipate the needs of the service and sales teams.

Requirements

At least 3 years of bicycle service center experience.
Strong communication skills.
Leadership skills and the ability to motivate and develop future leaders.
Ability to plan effectively and anticipate the shop’s needs.
Positive, hands-on attitude and motivation to help customers.
Warm, approachable manner, strong listening skills, and commitment to hospitality.
Commitment to delivering the best possible experience for every customer.
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 Service Center operations and make decisions relating to workflow, mechanic staffing, and 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.
Engage with customers and recommend appropriate service.
Manage and control service costs.
Keep service orders organized and manage customer communications from the Service Department.
Maintain a clean and efficient department.
Help ensure the right bikes are built and delivered to the sales floor and customers.
Write more than 50% of the shop’s work orders.
Review service reports to find efficiencies and anticipate shop needs.