Service Manager

Trek•Westlake Village, CA

About The Position

The Service Manager is the operations lead for the store’s Service Center and is accountable for decisions relating to workflow, mechanic staffing, and KPIs to ensure a strong customer experience. The role serves as the primary service advisor, integrating sales and service and ensuring the team delivers Trek’s signature hospitality. The Service Manager trains and develops the team, advises customers on appropriate service, manages service costs and work orders, maintains an organized, clean, and efficient department, and helps ensure bikes are correctly built and delivered to the sales floor and customers. The role manages customer communications from the Service Department and writes more than 50% of the shop’s work orders. This position calls for an energetic, proactive leader who can develop employees, identify efficiencies through service reports, and anticipate the needs of both service and sales teams. The employee must be willing to attend Trek Service classes in Waterloo, Wisconsin.

Requirements

At least 3 years of bicycle service center experience.
Strong communication skills.
Leadership skills and the ability to motivate and develop others.
Ability to plan effectively and anticipate the shop’s needs.
Positive, helpful attitude and motivation to assist customers.
Warm, approachable manner, strong listening skills, and commitment to customer hospitality.
Commitment to delivering the best possible customer experience.
Active interest in learning and willingness to attend Trek Service classes in Waterloo, Wisconsin.
Proactive approach to keeping current with industry changes and trends.

Responsibilities

Lead Service Center operations, including workflow, mechanic staffing, and KPIs.
Act 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.
Recommend appropriate services to customers and manage Service Department customer communications.
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.
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.