Service Technician/ Advisor

As a Service Technician/Advisor at Trek, you will have a variety of engaging responsibilities that revolve around bike maintenance and customer service. Your main tasks will involve troubleshooting repairs, servicing myriad types of bicycles, and installing accessories chosen by customers. You'll be instrumental in building trust with customers by providing top-notch service and support to keep their bikes running smoothly. You will also work closely with the Service Manager to ensure the department runs seamlessly, especially in their absence.

Trek prioritizes a positive, team-focused mentality and a willingness to learn over extensive prior experience when hiring Service Technicians/Advisors. While technical knowledge is beneficial, strong customer service skills, excellent communication, a keen attention to detail, and a love for biking are vital qualifications. If you possess a proactive attitude and are eager to dive into learning bicycle servicing techniques and new technologies, you will be an ideal fit for this role.

Trek offers a compelling range of benefits for their Service Technicians/Advisors, emphasizing employee well-being and growth. You can expect competitive healthcare options, flexible spending accounts, and a robust 401(k) plan with matching contributions. Trek also promotes learning through tuition reimbursement of up to $15,000 for ongoing education. Additionally, you will enjoy employee discounts across all products and exclusive perks at partner retailers, making it a truly rewarding experience.

At Trek, the Service Technician/Advisor plays a crucial role in ensuring customer satisfaction through personalized service and expertise in bike maintenance. By building relationships with customers, you help them feel understood and valued. Your ability to communicate effectively while recommending appropriate repairs or enhancements directly impacts their biking experiences. This rapport fosters loyalty and encourages repeat visits, which are vital for both Trek's success and the biking community.

Trek boasts a flexible and fun company culture that empowers Service Technicians/Advisors to thrive in their roles. Employees are encouraged to collaborate, grow, and contribute to an enjoyable workplace environment. Trek values openness, supports curiosity through learning opportunities, and fosters a community of people who share a passion for biking. This positive atmosphere not only enhances employee satisfaction but also translates into better service for customers.

When discussing your experience in bike maintenance, focus on specific tasks you've handled, such as repairs, tune-ups, or assembly. Even if your experience isn't extensive, highlight any personal projects or volunteer work related to biking and emphasize your enthusiasm for learning. Communication about your hands-on skills and willingness to grow in this area will resonate well.

When addressing an unhappy customer, remain calm and listen empathically to their concerns. Acknowledge their feelings and ask clarifying questions to understand the issue better. Your goal is to resolve the situation proactively, so suggest possible solutions and assure them that you will do whatever it takes to ensure their satisfaction. Highlighting your commitment to customer care will demonstrate your fit for Trek's values.

Use the STAR method (Situation, Task, Action, Result) to frame your answer. Describe a specific situation where you faced a challenging problem, explain the steps you took to resolve it, and share the positive outcome. This demonstrates your analytical and problem-solving skills, valuable for a Service Technician/Advisor role.

Express your enthusiasm for continuous learning and how you proactively seek knowledge. Share examples of how you've learned new skills in previous roles, such as attending workshops, reading manuals, or seeking mentorship. Highlight your adaptability and eagerness to stay updated with the latest advancements in bicycle servicing.

During busy periods, I focus on prioritizing tasks based on urgency and customer needs. I would likely assess which issues require immediate attention and which can be tackled afterward. Communicating with my team and staying organized is crucial. Share examples of the tools or techniques you use to manage time effectively, as this will showcase your ability to handle stressful situations.

Reflect on your personal passion for biking and how it connects with Trek's mission. Share your admiration for Trek's commitment to creating an amazing customer experience and how you want to contribute to that mission. This will demonstrate your alignment with the company's values and increase your chances of standing out as a candidate.

Effective communication with customers involves actively listening, asking follow-up questions for clarification, and using clear, concise language. Share specific strategies you employ, like summarizing what you've understood, to ensure customers feel heard and understood. Providing examples of your excellent communication skills will indicate how well you'll connect with the Trek community.

Expressing your enjoyment of teamwork is key; share how collaboration leads to improved customer service. Talk about your experience working in teams and highlight the value of diverse perspectives and mutual support in achieving goals. Your enthusiasm for collaboration will resonate well with Trek's team-focused culture.

When you share a story about exceeding a customer's expectations, ensure it highlights your commitment to excellent service. Use the STAR method to structure your answer, focusing on your actions and the outcome. This narrative will help interviewers see your dedication to creating a positive customer experience, a core component of the Service Technician/Advisor role.

Before your interview, research Trek's mission and core values. Discuss your understanding of these and relate them to your beliefs. Express how you align with Trek's commitment to promoting biking as a means of transportation and recreation and how you want to contribute to this meaningful mission as a Service Technician/Advisor.