Service Manager

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 operations for the store’s Service Center, ensuring workflow, staffing, and KPIs deliver the best customer experience
• Act as the primary service advisor, integrating sales and service with Trek’s signature hospitality
• Train and develop your team to meet high standards
• Engage with customers to recommend appropriate services
• Manage and control service costs
• Maintain organized service orders and a clean, efficient department
• Oversee bike builds and delivery to the sales floor and customers
• Handle all Service Department communication with customers
• Write over 50% of the shop’s work orders
• Review service reports to find efficiencies and anticipate shop needs

Requirements

• 3+ years of bicycle service center experience
• Proven leadership skills and ability to motivate and develop future leaders
• Strong planning and organizational skills to stay ahead of shop needs
• Commitment to delivering the best possible experience for every customer
• Willingness to attend Trek Service classes in Waterloo, WI
• Proactive approach to staying updated on industry changes and trends

Qualifications

• Positive, collaborative attitude and motivation to assist every customer
• Exceptional hospitality: warm, approachable, and great listening skills
• High energy and a passion for continuous learning
• Excellent communication and leadership abilities

Benefits

• Flexible and fun company culture
• Competitive health care options (PPO & HDHP medical plans)
• Dental and vision insurance
• Flexible Spending Accounts (FSA)
• Free life insurance and 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 & master’s programs)
• Employee discounts on all Trek products
• Deep partner retail discounts

Job Location: Trek Store Fort Worth South