Service Manager

Trek•Tukwila, WA

1d•Onsite

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 that support a strong customer experience. The Service Manager serves as the shop’s primary service advisor, integrating the sales and service experience and ensuring the team delivers Trek’s signature hospitality. The role involves training and developing employees, advising customers on appropriate service, managing service costs and work orders, maintaining an organized and efficient department, and helping ensure bikes are correctly built and delivered to the sales floor and customers. The Service Manager manages all customer communication from the Service Department and writes more than 50% of the shop’s work orders. They also review service reports to identify efficiencies and anticipate the needs of both service and sales teams.

Requirements

At least 3 years of bicycle service center experience.
Excellent communication skills.
A positive, pitch-right-in attitude and motivation to help customers.
A warm, approachable manner, strong listening skills, and a commitment to hospitality.
Strong 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.
Active interest in learning and willingness to attend Trek Service classes in Waterloo, Wisconsin.
Proactive approach to staying current on industry changes and trends.

Responsibilities

Lead Service Center operations and make decisions regarding workflow, mechanic staffing, and KPIs.
Serve as the shop’s 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 communications.
Write more than 50% of the shop’s work orders.
Manage and control service costs and keep service orders organized.
Maintain a clean and efficient department.
Ensure the right bikes are built and delivered to the sales floor and customers.
Review service reports to find efficiencies and anticipate shop needs.