Service/Store Manager

Position Summary

We are seeking a motivated and customer-focused Service/Store Manager to oversee the daily operations of our retail location while driving equipment sales and leading the service department. This role combines sales leadership with operational management to ensure exceptional customer service, efficient service operations, and a positive team environment.

Key Responsibilities

Store Manager

• Greet customers in person, by phone, email, or other communication channels to identify their equipment needs.
• Recommend products and solutions based on product specifications and customer applications.
• Assist customers in selecting lawn and garden equipment and motor vehicles that best meet their needs.
• Demonstrate product features and explain financing options and contract details.
• Prepare customer quotations using established pricing guidelines.
• Consult with the Sales Manager regarding special pricing or sales considerations.
• Generate new business opportunities and maintain relationships with existing customers to encourage repeat sales.
• Refer qualified leads to outside sales representatives when appropriate.
• Maintain attractive showroom displays, point-of-sale merchandising, and exterior product displays.
• Process contracts and cash receipts accurately and timely.

Service Department Management

• Oversee the daily operations of the service department, including the service desk, service bays, and yard.
• Plan, schedule, and supervise service writers, mechanics, yard attendants, delivery drivers, and janitorial staff.
• Train employees on company policies, procedures, and customer service expectations.
• Monitor service work orders from opening through completion to ensure timely and quality repairs.
• Communicate with customers regarding repair status, estimated completion times, and additional service recommendations.
• Ensure appropriate staffing levels and enforce company policies and safety standards.
• Coordinate service and delivery operations to maximize efficiency and customer satisfaction.
• Collaborate with other store personnel to ensure seamless operations.
• Address customer concerns professionally and escalate issues to the Operations Manager when necessary.

Qualifications

• Previous experience in retail sales, equipment sales, service management, or dealership operations preferred.
• Knowledge of lawn and garden equipment, motor vehicles, financing, and service operations is highly desirable.
• Strong leadership, communication, and organizational skills.
• Ability to build customer relationships and provide outstanding customer service.
• Experience supervising employees and managing daily operations.
• Proficient with point-of-sale systems and basic computer applications.
• Ability to multitask in a fast-paced environment.

What We're Looking For

• Customer-focused with a positive attitude.
• Strong problem-solving and decision-making skills.
• Self-motivated with excellent time management abilities.
• Team-oriented leader committed to operational excellence and customer satisfaction.

Minimum Job Requirements:

Education: HS or equivalent. Tech or College preferred.

Experience: 3-5 years Customer service, service advisor and or parts distribution experience.

1-3 years of service department supervision.

Specific Skills: Computer software skills, supervisory skills.

Specialized Knowledge, Licenses, etc.: Mechanical knowledge (Diesel and small engine knowledge), and generally accepted service practices.

Working Conditions: Normal store conditions including occasional service bay and external activities, computer and telephone operations, desk and counter work. Occasional physical effort in training and instruction of employees.

This job description does not include all the duties of the position. The employer has the right to add or revise the list at any time. This job description does not constitute a contract of employment. Employment is “at will” at outlined in the Employee Handbook.