Service Manager

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.

About the role

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. 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.

Responsibilities

• Lead store Service Center operations, workflow, and mechanic staffing
• Act as primary service advisor, integrating sales and service experiences
• Hold team accountable for delivering Trek’s signature hospitality
• Train and develop service team members
• Engage with customers to recommend appropriate services
• Manage and control service costs
• Maintain organized service orders and a clean, efficient department
• Ensure bikes are built and delivered to sales floor and customers
• Manage all Service Department communication with customers
• Write over 50% of the shop’s work orders
• Review service reports to find efficiencies
• Anticipate shop needs to set up service and sales teams for success

Requirements

• Positive, pitch-right-in attitude and motivation to help every customer
• Fantastic hospitality: warm, approachable manner and great listening skills
• Strong leadership skills and ability to motivate and develop future leaders
• Effective planning and ability to stay ahead of shop needs
• 3+ years of bicycle service center experience
• Commitment to delivering the best possible customer experience
• Active learning mindset and willingness to attend Trek Service classes in Waterloo, WI
• Proactive approach to staying current on industry changes and trends

Pay

Hourly Rate: $21.00 - $26.00

Benefits

• Flexible and fun company culture
• Competitive health care (PPO & HDHP medical plan options)
• Dental and 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