Workshop Manager

Description

Position Summary: We are seeking a leader passionate about cycling and exceptional service, capable of ensuring excellence in every repair and customer satisfaction. Key Highlights: 1. Lead with passion and excellence in bicycle repair service. 2. Foster long-lasting customer relationships and strengthen the cycling community. 3. Stay up-to-date on technologies and trends, especially e-bikes. **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 Description** ------------------- ### **Are you passionate about people and cycling? If your heart beats faster when a bicycle fits perfectly in your hands, then this position is for you. You know our customers don’t just love their bikes—they depend on them. That’s why delivering flawless service in under 24 hours isn’t just a goal: it’s your commitment, your pride, and your way of making a difference.** ### **In our workshop, every bicycle tells a story and every customer trusts that we’ll return it ready for many more kilometers. And that’s where you come in: you ensure every repair, adjustment, or inspection is executed with precision, clarity, and excellence. You ensure workshop orders are managed in detail, that your team of mechanics stays motivated thanks to impeccable time management, and that every customer leaves satisfied—having received exactly what their bike needs—even if they don’t yet realize it. From new tires to renewed cabling, a more comfortable saddle or a light for safe riding—you anticipate needs and make them happen. You lead by example, with a positive, proactive attitude, always staying current on industry technologies and trends. You’re prepared to embrace the growth of the e-bike market and love being the one who cares for them best.** ### **Why? Because passion, excellence, and a genuine desire to deliver service that surprises every customer drive you.** **Position Description:** **Bicycle Reception \= 35%** * Actively sell services and accessories, ensuring our customers get the most enjoyment from their bicycles. Thanks to your experience, you recognize that better-fitted bicycles are enjoyed and used more by their owners. * You are responsible for achieving technical service targets. **Responsible for Repair Service in Under 24 Hours \= 25%** * You are responsible for planning and keeping the mechanic team productive while maintaining the under-24-hour service guarantee. * During peak season, this involves managing overtime or requesting part-time mechanic support, coordinated with your Store Manager. * Be realistic. Not all customers require service within 24 hours. Ensure you precisely know when they wish to pick up their bicycle. * To meet the under-24-hour service standard, spare parts are essential. You are responsible for maintaining adequate stock and must ensure regular, accurate inventory tracking to guarantee continuous availability of required items. **Customer Loyalty and Commercial Follow-up \= 20%** * You are responsible for fostering long-lasting relationships with workshop customers, ensuring they return regularly for inspections, purchases, and maintenance. * Proactively track each customer’s history, pending inspections, maintenance recommendations, and opportunities to enhance their bicycle experience. * Collaborate with your Store Manager to effectively use Trek-provided loyalty tools and programs designed to increase customer satisfaction and ensure the workshop meets its financial goals. * Build close, professional communication with customers—reminding them of recommended services, providing useful information, and cultivating trust-based relationships. * Through this work, you strengthen the local cycling community and directly contribute to the workshop’s sustainable growth. **Training \= 10%** * Even the best mechanics need training to stay current with the latest technologies. You are responsible for ensuring your team maintains the highest level of knowledge and remains there. * Oversee your team’s completion of Trek University courses. * Think differently and try new things to surprise customers. **Workshop Maintenance \= 5%** * Ensure the workshop is clean and presents a professional appearance at the start, during, and end of each day. * You are responsible for keeping the service menu updated—with clear descriptions and correct pricing—both physically and in the store management software. **Product Incident Investigation and Reporting \= 5%** * Report any potential product incidents to Trek Bicycle as soon as possible so a solution can be provided. * Assist Trek whenever your expertise or feedback is requested. **Other Tasks** * Perform other tasks as requested by the manager. * Speaking English is a plus. **What You’ll Bring to the Team** * A positive, motivated attitude to help every customer find what they need. * Fantastic hospitality: warm, approachable interaction, excellent listening skills, and eagerness to help in any way possible—even on the busiest, most challenging days. * Strong communication skills with customers and teammates. * Desire to cultivate customer relationships and build your own client base. * Commitment to delivering the best possible cycling experience to every customer. **What We Offer** * Permanent, full-time contract. * Employee discount on bicycles and accessories. * Financial compensation if you commute to work by bicycle. * Life insurance. *If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!*