Service Manager

About the role

The Service Manager position at Trek is a key role within the Service Center, responsible for overseeing all aspects of service operations, from staff management to customer interactions. This individual will be the primary point of contact for customers seeking service, and will be expected to deliver exceptional service and support.

Responsibilities

• Lead the Service Center, managing workflow, staffing, and Key Performance Indicators (KPIs) to ensure optimal service delivery.
• Communicate effectively with customers, recommending appropriate services and providing exceptional hospitality.
• Train and motivate the service team, ensuring they deliver top-notch service and meet customer expectations.
• Manage service costs, organize service orders, and maintain a clean, efficient department.
• Build and deliver bikes to the sales floor, aligning with the sales team's needs.
• Write more than 50% of the work orders for the shop, demonstrating excellent communication and writing skills.
• Develop and mentor employees, identifying areas for improvement and fostering a learning environment.
• Anticipate and address shop needs, ensuring both service and sales teams are prepared for success.

Requirements

• A positive attitude and strong motivation to assist customers.
• Fantastic hospitality skills, including a warm demeanor, good listening abilities, and a proactive approach to helping customers.
• Effective leadership and the ability to inspire and develop future leaders.
• Strong planning and organizational skills, able to anticipate and prepare for the shop's needs.
• At least 3 years of bicycle service center experience.
• A commitment to delivering outstanding customer experiences.
• An ongoing learning mindset and willingness to attend Trek Service classes.
• An active interest in staying informed about industry developments and trends.

Qualifications

• Excellent communication skills, particularly in written form.
• Experience managing customer relationships and providing exceptional service.
• Leadership experience, including the ability to motivate and develop employees.
• Proficiency in using technology and software relevant to the service industry.
• Understanding of bike repair and maintenance processes.

Skills

• Customer service skills
• Team leadership
• Problem-solving skills
• Time management
• Communication skills
• Technical knowledge of bicycles and related equipment

Benefits

• Flexible and fun company culture
• Competitive health care plans (PPO & HDHP medical, dental, vision)
• Free life insurance and optional term life insurance
• Employee Stock Ownership Plan (ESOP)
• 12 weeks of maternity leave with 100% pay
• Paid company holidays
• Tuition reimbursement up to $15,000
• Employee discounts on all Trek products
• Deep partner retail discounts

Pay

Hourly Rate: $21.00 - $25.00

Schedule

Hours may vary based on store needs, but typically include a mix of weekdays and weekends.