Service Manager

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

A Bit 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. Sound pretty sweet? Then come join us!

Job Description

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.

What You’ll Bring To The Team

• A positive, pitch-right-in attitude and motivation to help every customer find what they need
• Fantastic hospitality—a warm, approachable manner, great listening skills, and a drive to help in any way you can—even on the toughest, busiest days
• Great leadership skills and the ability to motivate and develop future leaders
• Ability to plan effectively and stay a step ahead of your shop’s needs
• 3+ years of bicycle service center experience
• A commitment to delivering the best possible experience for every customer
• An 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

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!