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.

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.

Responsibilities

• Lead operations for the store’s Service Center, including workflow, staffing, and KPIs
• Act as the primary service advisor, integrating sales and service experiences
• Train and develop your team to deliver Trek’s signature hospitality
• Engage with customers to recommend appropriate services
• Manage and control service costs
• Maintain organized service orders and a clean, efficient department
• Oversee bike assembly and delivery to the sales floor and customers
• Handle communication between the Service Department and customers
• Write over 50% of the shop’s work orders
• Develop employees and identify efficiencies through service reports
• Anticipate shop needs to support both service and sales teams

Requirements

• 3+ years of bicycle service center experience
• Proactive approach to staying updated on industry changes and trends
• Willingness to attend Trek Service classes in Waterloo, WI

Qualifications

• Positive, collaborative attitude and motivation to assist every customer
• Strong hospitality skills: warmth, approachability, and active listening
• Excellent leadership and ability to motivate and develop future leaders
• Effective planning skills to stay ahead of shop needs
• Commitment to delivering the best possible customer experience
• High energy and a continuous learning mindset

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 & 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