Service Manager

Trek•Heber City, UT

23h•Onsite

About The Position

As Service Manager, you will be the operations lead for your store’s Service Center, accountable for all decisions related to workflow, staffing of mechanics, and Key Performance Indicators (KPIs) to ensure an excellent customer experience. You will serve as the primary service advisor, integrating sales and service, and holding your team accountable for delivering Trek’s signature hospitality. This role requires strong communication and leadership skills to motivate colleagues, train the team, engage with customers to recommend appropriate services, manage service costs, maintain organized service orders, and ensure a clean and efficient department. You will also actively lead in ensuring bikes are properly built and delivered to the sales floor and customers. Excellent communication is essential as you will manage all Service Department communications with customers and write over 50% of the shop's work orders. This position is suited for an energetic individual with a continuous learning mindset, capable of strategic oversight and detailed execution. You will be challenged to develop employees, identify efficiencies through service report analysis, and anticipate shop needs to support both service and sales teams.

Requirements

A positive, pitch-right-in attitude and motivation to help every customer find what they need
Fantastic hospitality—a warm, approachable manner, great listening skills, and a drive to help in any way you can—even on the toughest, busiest days
Great leadership skills and the ability to motivate and develop future leaders
Ability to plan effectively and stay a step ahead of your shop’s needs
3+ years of bicycle service center experience
A commitment to delivering the best possible experience for every customer
An active learning engine and willingness to attend Trek Service classes in Waterloo, WI
Proactive approach to staying up to date on industry changes and trends
Excellent communication skills

Responsibilities

Be the operations lead for the store’s Service Center
Be ultimately accountable for all decisions relating to workflow, staffing of mechanics, and KPIs
Ensure every customer has the best experience
Be the primary service advisor at the shop, integrating the sales and service experience
Hold the team accountable for delivering Trek’s signature hospitality
Train the service team
Engage with customers to recommend the right service at the right time
Manage and control service costs
Keep service orders organized
Ensure a clean and efficient department
Take an active lead in ensuring 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 work orders for the shop
Develop employees
Find efficiencies by reviewing service reports
Anticipate the shop’s needs