Outdoor Power Equipment Service Manager - Ace Hardware

Job Description and Expectations – Service Manager 

General Requirements

 • Five or more years of engine/equipment diagnosis and repair with a track record of success, preferably in one of the following industries: agricultural equipment, motor vehicle industry, outdoor power equipment, recreational vehicles, construction equipment and machinery, small engine and accessories. Must possess a valid driver’s license.

 • Must be willing to work a normal 40 hours per week, and longer hours, as required, to meet customer demands.

 • Able to lift and handle heavy loads up to 70 lbs.

 Target Responsibilities: SALES/PARTS/SERVICE

 • Monitor service technician’s monthly goals in order to maintain an appropriate level of professional service.

 • Coach each service technician to improve his performance and safety, and enhance his technical skills. 

• Oversee the appearance and organization of the service department, and the associated outside areas to communicate professionalism of the service technicians and commitment to the excellence of the dealership. 

• Interact with customers to ensure a positive experience with the service department and the sales floor. 

Daily Duties and Responsibilities:

 • Begin each workday with a positive attitude by encouraging each technician to meet his daily and weekly goals.

 • Work to develop a sense of “team” in the service department and across other departments. 

• Continue to refine the service department processes in order to enhance the customers’ experience with the service department, and the sales floor. 

• Update the service goals’ board on a daily basis, and report results of daily activities to management.

• Stage service work and parts for technicians so they can reasonably achieve their daily goals. • Ensure all work orders are filled out with the required information.

• Follow-up on availability of parts ordered. 

• Make sure each piece of equipment being repaired has been inspected for other issues using the appropriate Maintenance Inspection Checklist for that equipment. Make sure the customer has been notified if additional service items have been discovered, and consent has been given to the service department to complete additional work.

 • Check to ensure all equipment repairs have been tested under difficult operating conditions, and that the problems stated on the work order have been properly repaired.

 • Oversee warranty claims, making sure to recover 100% of labor and parts. 

Weekly Duties and Responsibilities: 

• Meet with the Management Team for departmental overviews of goals and objectives for the week. Discuss marketing and sales promotions and opportunities for the department, as well as opportunities to exceed expectations. 

• Update service reference materials: bulletins, manuals, and publications.

• Evaluate tools and equipment to make sure they are in good working condition. Monthly Duties and Responsibilities:

 • Meet with each employee to discuss work performance, based upon goals and expectations for preceding month and upcoming month. If needed, set improvement processes in place to assist in achieving agreed upon objectives.

 • Meet with the manager to discuss results from the previous month, and to review goals and objectives for the upcoming month. Discuss any employee issues and improvement processes implemented to correct performance issues. 

Quarterly Duties and Responsibilities: 

• Meet with Service personnel to review ideas to help improve efficiencies in the service department. Each person is responsible for coming up with one idea he/she can use to make the department or him/herself more efficient, and apply it during the next quarter.

 • Meet with the Manager to discuss improvement processes needing to be implemented during the next quarter. Annual Duties and Responsibilities: 

• Meet with the Management Team to discuss year-end results, goals, and objectives for the upcoming year.

 • Meet with Service personnel to discuss year-end results, and to outline goals and objectives for the upcoming year.

We are your local hardware store and we are a part of your community. Ace Hardware has over 5,000 stores around the world with the majority of those stores independently owned and operated by local entrepreneurs. These hard working men and women are part of the fabric of your community. They are small business owners who are local and loyal...just like it ought to be. While others have become large and impersonal, at Ace, we've remained small and very personal. That's why we say a visit to Ace, is like a visit to your neighbor.

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