Service Manager

Job Location: Trek Store Granger

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

• Oversee workflow, staffing of mechanics, and KPIs for the Service Center
• Act as primary service advisor, integrating sales and service experience
• Hold team accountable for delivering Trek’s signature hospitality
• Train and develop team members
• Engage with customers to recommend appropriate service
• Manage and control service costs
• Keep service orders organized and maintain a clean, efficient department
• Lead efforts to ensure correct bikes are built and delivered to sales floor and customers
• Manage all communication from Service Department to customers
• Write more than 50% of work orders for the shop
• Develop employees and find efficiencies via service reports
• Anticipate shop needs to support service and sales teams

Qualifications

• Positive, pitch‑right‑in attitude and motivation to help every customer find what they need
• Fantastic hospitality—warm, approachable manner, great listening skills, drive to help in any way
• Great leadership skills and ability to motivate and develop future leaders
• Ability to plan effectively and stay a step ahead of the shop’s needs
• 3+ years of bicycle service center experience
• Commitment to delivering the best possible experience for every customer
• 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

Benefits

• 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