Service Manager

trekbikes; Hooksett (NH); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health care

Dental insurance

Vision insurance

FSA

Life insurance

401(k) with match

Paid parental leave

Tuition reimbursement

Employee discounts

ESOP

Holidays

Product discounts

Partner discounts

Job summary

Trek Store Hooksett is seeking a Service Manager to lead the store's Service Center operations and staffing. You will be the primary service advisor, coordinating service with sales, writing a majority of work orders, and ensuring Trek’s hospitality standards.

You will train and develop the team, manage service costs, and anticipate shop needs to set both service and sales teams up for success.

Qualifications

• 3+ years of bicycle service center experience.
• Strong leadership and communication skills.
• Ability to train and develop the service team.
• Excellent customer service and hospitality mindset.
• Ability to plan ahead and anticipate shop needs.
• Proactive in coordinating service with sales.

Responsibilities

• Oversee store Service Center operations and staffing.
• Set and monitor KPIs for service quality and efficiency.
• Lead and mentor service team; ensure effective work orders.
• Coordinate service with sales floor and build processes.
• Communicate clearly with customers and manage expectations.

Skills

Bike service

Leadership

Communication

Team training

Planning

Customer service

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 Location

Trek Store Hooksett

Summary

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

Trek 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

We are an Equal Employment Opportunity ("EEO") Employer.

Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws.

This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

We are an E-Verify employer.