Service Lead

1 Month ago • 3-5 Years

About the job

Summary_{By Outscal}

This role requires a Service Lead with 3+ years of experience in bicycle service centers. Must have a passion for delivering excellent customer experiences, strong communication skills, and the ability to train and manage a team. Proactive and up-to-date on industry trends, with a commitment to continuous learning.

A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

Job Description

As Service Lead, you’ll be the operations lead for your store’s Service Center—and you’ll be the one who’s ultimately accountable for all decisions relating to workflow, and KPIs to ensure every customer has the best experience.

You’ll be the primary service advisor at the shop, integrating the sales and service experience, while holding your team accountable for delivering Trek’s signature hospitality. That means you’ll need to be a great communicator and leader who knows how to get the best out of your colleagues.

You’ll train your 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 and take an active lead in ensuring the right bikes are built and delivered to the sales floor and your customers. Excellent communication skills are a must, as you will manage all communication from the Service Department to customers and write more than 50% of the work orders for the shop.

This role is right for someone with high energy and a constant learning engine who can see the forest and the trees. You’ll be challenged to develop your employees, find efficiencies by reviewing service reports, and anticipate your shop’s needs so both the service and sales teams are set up for success.

Performance expectations:

Support Sales associate in sales when necessary through face-to-face interactions with customers
Use our Guide Sales Process to provide our customers with incredible hospitality
Develop your sales and hospitality skills through training, role-playing and on-the-job experience.
Maintain Trek University Guide Status by completing Trek U modules to further your knowledge of our technology products, services, and procedures.
Participate in daily huddles and consistent sales debriefs throughout the day.

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
Ability to plan effectively and stay a step ahead of your shop’s needs

What you will bring to the team: