Service Manager

Trek•Westlake, OH

6d•Onsite

About The Position

The Service Manager is the operations lead for the Trek Store Westlake Service Center and is accountable for decisions about workflow, mechanic staffing, and key performance indicators to ensure a positive customer experience. The manager serves as the primary service advisor, integrating the sales and service experience and ensuring the team delivers Trek’s signature hospitality. The role leads and trains the service team, advises customers on appropriate services, manages service costs and work orders, and maintains a clean, efficient department. The Service Manager also helps ensure the right bikes are built and delivered to the sales floor and customers. The position requires strong communication and leadership skills; the manager handles communication from the Service Department to customers and writes more than 50% of the shop’s work orders. The role involves developing employees, identifying efficiencies through service-report reviews, and anticipating the needs of both service and sales teams. The successful candidate brings high energy, a willingness to learn, and the ability to balance attention to detail with broader operational priorities.

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 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, including 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 service team members and future leaders.
Communicate with customers on behalf of the Service Department and write more than 50% of shop work orders.
Recommend appropriate services to customers.
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.
Review service reports to identify efficiencies and anticipate shop needs.
Support the success of both the service and sales teams.