Service Manager

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 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 motivate 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
• Ensure bikes are built and delivered 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 find efficiencies through service reports
• Anticipate shop needs to set up both service and sales teams for success

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, pitch-right-in attitude and motivation to help every customer
• Fantastic hospitality—a warm, approachable manner, great listening skills, and a drive to help in any way
• Great leadership skills and ability to motivate and develop future leaders
• Ability to plan effectively and stay ahead of shop needs
• Commitment to delivering the best possible experience for every customer
• Active learning engine

Pay

Hourly Rate: $24.00 - $26.00

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