Service Manager

Trek•Tukwila, WA

19d•$20 - $25

About The Position

The Service Manager leads operations for the store’s Service Center and is accountable for decisions about workflow, mechanic staffing, and key performance indicators to ensure a strong customer experience. The manager serves as the primary service advisor, connects sales and service, and holds the team accountable for Trek’s hospitality standards. Responsibilities include training and developing employees, advising customers on appropriate services, managing service costs, organizing service orders, maintaining a clean and efficient department, and overseeing the proper assembly and delivery of bikes to the sales floor and customers. The Service Manager manages Service Department communications with customers and writes more than 50% of the shop’s work orders. The role also involves reviewing service reports to identify efficiencies and anticipating the needs of both service and sales teams.

Requirements

At least 3 years of bicycle service center experience.
Positive, pitch-in attitude and motivation to help customers.
Warm, approachable manner, strong listening skills, and commitment to hospitality.
Strong leadership skills and ability to motivate and develop others.
Ability to plan effectively and anticipate the shop’s needs.
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.
Excellent communication skills.

Responsibilities

Lead Service Center operations and make decisions about 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.
Recommend appropriate services to customers.
Manage and control service costs and keep service orders organized.
Maintain a clean and efficient department.
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 the service and sales teams.