Head of Customer Service and Experience

Job Location: Trek Store Concord

Summary 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. 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

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

Trek Benefits Flexible and fun company culture

PPO & HDHP medical plan options, Dental insurance, Vision insurance

Flexible Spending Accounts (FSA)

Free life insurance & optional term life insurance

401(k) with match and Employee Stock Ownership Plans (ESOP)

Paid company holidays

Tuition Reimbursement up to $15,000! (Undergraduate & Masters programs)

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.

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