Service Manager

Trek • San Marcos, CA

4d

About The Position

The Service Manager is the operations lead for the store’s Service Center and is accountable for decisions related to workflow, mechanic staffing, and KPIs to ensure a strong customer experience. The manager serves as the primary service advisor, integrating sales and service while ensuring the team delivers Trek’s signature hospitality.

The role trains and develops employees, advises customers on appropriate services, manages service costs and work orders, and maintains a clean, efficient department. The Service Manager also takes an active lead in ensuring bikes are built and delivered correctly to the sales floor and customers. The position requires strong communication and leadership, including managing all Service Department communications with customers and writing more than 50% of the shop’s work orders. The manager reviews service reports to identify efficiencies and anticipates shop needs so service and sales teams can succeed.

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.
• Positive, pitch-right-in attitude and motivation to help every customer.
• Warm, approachable manner, strong listening skills, and commitment to hospitality, including on busy days.
• 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 up to date on industry changes and trends.

Responsibilities

• Lead operations for the store’s Service Center and make decisions regarding 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 team members and future leaders.
• Engage with customers and recommend appropriate services.
• 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 the shop’s needs.

Benefits

• Competitive health care, including 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.
• Flexible and fun company culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed