Service Technician/Advisor

Trek Retail Corporation; Madison (WI); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Flexible culture

Competitive health care

Dental insurance

Vision insurance

FSA

Life insurance

Vacation package

401(k) with match

ESOP

Maternity leave 12 weeks with pay

Paid holidays

Tuition reimbursement up to $15,000

Employee discounts

Job summary

Trek Store Madison West is seeking a Service Advisor to be the primary contact between customers and the service department. You will evaluate repair needs, communicate options, and help riders get back on their bikes quickly.

Bring hospitality, strong communication, and basic mechanical understanding. Ability to lift 55 lbs and work with a team is required. You will join Trek's benefits-rich workplace supporting bikes and customers.

Qualifications

• Hospitality and customer-service experience preferred.
• Strong communication and problem-solving skills.
• Willingness to learn bike servicing basics.

Responsibilities

• Greet customers and assess service needs through conversation and inspection.
• Create detailed service tickets and communicate repair costs and timelines.
• Schedule repairs with the team to maintain workflow.
• Update customers on repairs and delays.
• Tag, document, and stage bikes throughout the service process.
• Suggest parts, upgrades, and maintenance packages as appropriate.
• Maintain clean intake and staging areas.

Skills

Hospitality mindset

Communication skills

Attention to detail

Team player

Willingness to lift 55 lbs

Job description

Job Location

Trek Store Madison West

Job Summary

The Service Advisor is the primary point of contact between customers and the service department. This role evaluates repair needs, recommends appropriate services, and performs quick on-the-spot fixes to help get riders back on their bikes as quickly as possible. The Service Advisor combines strong cycling knowledge with excellent customer service and organizational skills. Because this position involves frequent conversations with customers to diagnose issues and recommend solutions, we value genuine hospitality along with solid mechanical understanding. Success in this role requires strong communication, leadership, and problem-solving abilities, as well as the confidence to guide customers through service options and ensure a positive experience from check-in to pickup.

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!

What you’ll do

The Service Advisor is the primary point of contact between customers and the service department. This role evaluates repair needs, recommends appropriate services, and performs quick on-the-spot fixes to help get riders back on their bikes as quickly as possible.

• Greet customers and assess their bicycle service needs through conversation and visual inspection.
• Write detailed service tickets and clearly communicate repair recommendations, timelines, and estimated costs.
• Prioritize and schedule repair work with the service team to maintain an efficient workflow.
• Communicate repair updates, delays, or additional service needs to customers.
• Ensure all bikes are properly tagged, documented, and staged throughout the service process.
• Recommend parts, upgrades, and maintenance packages when appropriate.
• Maintain clean and organized service intake and staging areas.

What you’ll bring to the team

• Self-motivation, a positive, team-focused mentality, plus a willingness to pitch in on any task
• 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
• Top-notch communication skills
• Impressive attention to detail and a love for tinkering ‘til you figure it out
• Eagerness to learn the ins and outs of servicing bicycles
• A desire to continually learn proper service methods and new technologies
• Must be able to lift 55 lbs. or more regularly throughout the workday

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.

For more information, please click on the following links: E-Verify Participation Poster: English / Spanish E-Verify Right to Work Poster: English | Spanish

Trek is a place where you’re valued for being you. If you’re really into bikes, that’s great. If you’re not (yet), that’s great too. Because there’s a lot more to Trek than bikes. Every person has a unique history and life experience to bring to the table. We respect that. It’s what makes us who we are. Trek was named to Fortune Magazine's list of Top 100 Best Companies to Work For. Learn more of why Trek is one of the top 100 Greatest Place to Work.