Service Technician/Advisor

Trek•Madison, WI

3d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.