Service Manager

Trek•Tampa, FL

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 key performance indicators to ensure a strong customer experience. The role serves as the shop’s primary service advisor, integrating sales and service while ensuring the team delivers Trek’s signature hospitality. The Service Manager trains and develops the team, recommends appropriate services to customers, manages service costs, organizes service orders, maintains a clean and efficient department, and helps ensure bikes are correctly built and delivered to the sales floor and customers. The role manages all Service Department communications with customers and writes more than 50% of the shop’s work orders. It also involves reviewing service reports to find efficiencies and anticipating the needs of the service and sales teams.

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.
Commitment to delivering the best possible experience for every customer.
Positive, pitch-in attitude and motivation to help customers.
Warm, approachable manner, strong listening skills, and willingness to help during busy or challenging days.
Active learning mindset and willingness to attend Trek Service classes in Waterloo, Wisconsin.
Proactive approach to staying current with industry changes and trends.

Responsibilities

Lead Service Center operations, including workflow, mechanic staffing, and performance indicators.
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 the right service at the right time.
Manage and control service costs and keep service orders organized.
Maintain a clean and efficient department.
Help ensure bikes are correctly built and delivered to the sales floor and customers.
Manage all customer communications from the Service Department.
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.
Stay up to date on industry changes and trends.