Service Manager

undefined ago • 3 Years +

Job Summary

Job Description

As Service Manager, you will lead the operations of your store's Service Center, overseeing workflow, mechanic staffing, and KPIs to ensure excellent customer experiences. You will serve as the primary service advisor, integrating sales and service, and holding your team accountable for Trek's signature hospitality. Responsibilities include training the team, recommending services, managing costs, organizing orders, maintaining department efficiency, and ensuring bikes are built and delivered correctly.

Must have:

A positive, pitch-right-in attitude
Motivation to help every customer find what they need
Fantastic hospitality
Warm, approachable manner
Great listening skills
Drive to help in any way you can
Great leadership skills
Ability to motivate and develop future leaders
Ability to plan effectively
Ability to 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
Willingness to attend Trek Service classes in Waterloo, WI
Proactive approach to staying up to date on industry changes and trends

Perks:

Flexible and fun company culture
Competitive health care
PPO & HDHP medical plan options
Dental insurance
Vision insurance
Flexible Spending Accounts (FSA)
Free life insurance & optional term life insurance
Competitive vacation package
401(k) with match and Employee Stock Ownership Plans (ESOP)
12 weeks of maternity leave with 100% pay
Paid company holidays
Tuition Reimbursement up to $15,000! (Undergraduate & Masters programs)
Employee discounts on all product
Deep partner retail discounts

5 skills required

5 skills required for this role

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team-management

communication

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Job Details

As Service Manager, 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, staffing of mechanics, 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.

What you’ll bring to the team

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