Service Manager

As a Service Manager at Trek, you will manage the daily operations of the Service Center. This includes staffing the service team, ensuring top-notch customer communication, overseeing service orders, and maintaining excellent organization and cleanliness within the workshop. You'll also play a crucial role in training your team, delivering Trek's signature hospitality, and analyzing service reports to improve efficiency.

To qualify for the Service Manager role at Trek, you should have at least 3 years of experience in a bicycle service center. Strong leadership skills, excellent communication, a customer-centric approach, and a proactive attitude toward industry trends are vital to succeed in this position. Additionally, a commitment to professional development and participation in Trek Service classes is encouraged.

At Trek, your development is our priority. As a Service Manager, you’ll benefit from a flexible company culture, ongoing training in service excellence, and opportunities for further education through our tuition reimbursement program. We believe that when you grow, we all succeed together.

Trek offers a competitive hourly rate for Service Managers ranging from $25 to $30 per hour, alongside extensive benefits. You’ll enjoy flexible health care options, dental and vision insurance, a 401(k) with matching, generous vacation, paid holidays, and employee discounts. Plus, you’ll have access to our workplace culture that values fun and flexibility.

The work environment at Trek is dynamic and collaborative, focused on delivering exceptional customer experiences. As a Service Manager, you’ll find a supportive atmosphere where great leadership is recognized, and you’ll have the opportunity to motivate and develop future leaders within the team. Emphasizing teamwork, we strive to create an atmosphere where both employees and customers feel valued.

When answering this question, highlight specific examples of your past leadership roles. Discuss your approach to team motivation, training, and how you handle challenges that arise within a service environment. Mention measurable successes you’ve had in improving performance or customer satisfaction.

In your response, emphasize your organization skills and ability to manage workflows efficiently. Discuss strategies you use to delegate tasks among your team while ensuring that customer needs are met promptly. Provide an example from your past experience to illustrate your approach.

Emphasize your belief in the importance of communication and understanding customer needs. Explain your strategies for listening actively to customers and how you train your team to deliver Trek’s signature hospitality. A real-life scenario where you turned a difficult situation into a positive customer interaction would be powerful here.

When answering this question, focus on your collaborative conflict resolution skills. Share an example of a disagreement you managed successfully, detailing the steps you took to address the issue and how you helped foster a positive team dynamic afterward.

You should explain the relevance of KPIs such as customer satisfaction scores, service order turnaround time, and team efficiency metrics. Discuss how you would monitor these metrics and use them to drive improvement within the service center.

Express your dedication to your professional development. Talk about the resources you utilize, such as industry publications, workshops, webinars, and attending training sessions at Trek. Sharing specific examples of how staying informed benefited your previous workplaces can strengthen your response.

Reflect on a situation where you faced resistance but successfully implemented change. Discuss your approach to communicating the benefits of the new procedure to your team and how you helped them adjust seamlessly.

Share your passion for customer service and team development. Highlight how driving customer satisfaction and seeing your team grow and succeed ignites your enthusiasm in your role. Personal anecdotes can make your response engaging.

Discuss your experience balancing quality and cost management. Highlight the processes you’ve put in place, such as vendor negotiations or staff training, to ensure that service remains high-quality while staying within budget.

Highlight your training philosophy that centers around hands-on mentorship and creating a welcoming environment for questions. You might mention the importance of imparting company values during onboarding and tracking progress through ongoing evaluations.