Service Manager
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 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 a clean and efficient department, and overseeing the assembly and delivery of bikes to the sales floor and customers. The Service Manager manages customer communications from the Service Department and writes more than 50% of the shop’s work orders. They also review service reports to find efficiencies and anticipate the needs of both service and sales teams.
Requirements
- At least 3 years of bicycle service center experience.
- Positive, hands-on attitude and motivation to help customers.
- Strong hospitality, approachability, listening, and customer service skills.
- 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 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.
- Engage with customers and recommend appropriate service.
- 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 shop needs.
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
