Service Manager

Trek•Allen, TX

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 role serves as the primary service advisor, integrates the sales and service experience, and leads the team in providing Trek’s signature hospitality. The Service Manager trains and develops employees, recommends appropriate services to customers, manages service costs, organizes service orders, and maintains a clean, efficient department. The role also takes an active lead in ensuring the right bikes are built and delivered to the sales floor and customers. The manager handles Service Department communications with customers and writes more than 50% of the shop’s work orders. The position calls for a high-energy, forward-looking leader who develops employees, reviews service reports to find efficiencies, and anticipates the needs of both service and sales teams.

Requirements

3+ years of bicycle service center experience.
Positive, pitch-right-in attitude and motivation to help every customer find what they need.
Warm, approachable manner, strong listening skills, and a commitment to helping customers, 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 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 the right service at the right time.
Manage and control service costs.
Keep service orders organized and maintain a clean, efficient department.
Lead efforts to 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 needs of the service and sales teams.