Service Center Lead: Elevate Customer Experience

Trek Bicycle; Arlington (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Trek Bicycle is seeking a Service Manager to lead the store's Service Center, owning workflow, staffing, and KPIs to ensure the best customer experience. You will be the primary service advisor, coordinating with sales and training your team to deliver Trek’s renowned hospitality.

You will train staff, engage with customers to recommend services, manage costs, and ensure accurate order management. This role emphasizes proactive leadership and continuous improvement."

Qualifications

• 3+ years of bicycle service center experience.
• Excellent communication skills and customer-focused approach.
• Ability to train and develop team members and leaders.
• Proven ability to plan, organize, and prioritize service workflows.

Responsibilities

• Lead the store's Service Center operations, including workflow decisions, staffing, and KPIs.
• Serve as the primary service advisor, integrating sales and service experiences.
• Coordinate training and development to elevate team performance and guest experience.
• Manage service costs, keep orders organized, and maintain a clean, efficient department.
• Write the majority of work orders and ensure timely delivery of bikes to sales floor and customers.
• Monitor service reports to identify efficiencies and anticipate shop needs to support both service and sales teams.

Skills

Leadership

Customer Service

Bike service

Planning

Communication

Team development

Job description

Trek Bicycle is seeking a Service Manager to lead the store's Service Center, owning workflow, staffing, and KPIs to ensure the best customer experience. You will be the primary service advisor, coordinating with sales and training your team to deliver Trek’s renowned hospitality.

You will train staff, engage with customers to recommend services, manage costs, and ensure accurate order management. This role emphasizes proactive leadership and continuous improvement."