Service Manager

Trek•Tampa, FL

4d•Onsite

About The Position

The Service Manager is the operations lead for the store’s Service Center and is accountable for decisions relating to workflow, mechanic staffing, and KPIs to ensure a strong customer experience. The role serves as the primary service advisor, connecting the sales and service experience and ensuring the team delivers Trek’s signature hospitality. Responsibilities include training and developing the team, advising customers on appropriate services, managing service costs and orders, maintaining a clean and efficient department, and ensuring bikes are properly built and delivered to the sales floor and customers. The Service Manager manages all customer communication from the Service Department and writes more than 50% of the shop’s work orders. The role also reviews service reports to identify efficiencies and anticipates the needs of both the service and sales teams.

Requirements

At least 3 years of bicycle service center experience.
Positive, hands-on attitude and motivation to help customers.
Warm, approachable manner, strong listening skills, and commitment to hospitality, including on busy days.
Strong leadership skills and 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.
Active willingness to learn and attend Trek Service classes in Waterloo, Wisconsin.
Proactive approach to staying current on industry changes and trends.
Excellent communication skills.

Responsibilities

Lead the operations of 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 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 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 the needs of the service and sales teams.