Outdoor Power Equipment Service Advisor

Be the link between our customers and our Outdoor Power Equipment (OPE) Service Department.

We're looking for a motivated, organized, and customer-focused individual to join our growing OPE Department as a Service Advisor.

The Service Advisor is a key member of our team and serves as the primary link between our customers and our OPE service department. You would be responsible for understanding the customer's needs, communicating those needs clearly to our technicians, keeping customers informed throughout the repair process, and helping ensure that every customer has a positive service experience. This is an excellent opportunity for someone with parts, service, or OPE experience or, for someone without prior experience and an enthusiasm for learning, who is ready to take the next step in their career.

Key responsibilities:

• Greet customers and serve as their primary point of contact throughout the service process
• Listen carefully to customers, understand their concerns, and gather accurate information about their equipment and the requested repairs
• Inspect incoming equipment with customers and document its condition and reported problems
• Create detailed work orders and communicate customer concerns clearly to technicians
• Work closely with technicians during the service process, including diagnostics, recommended repairs, and estimated completion times
• Prepare repair estimates and communicate pricing and repair recommendations to customers
• Obtain customer approval before proceeding with new or additional work on units
• Keep customers informed about the progress of their repairs and communicate delays or changes when necessary
• Coordinate with the OPE Parts Department to ensure needed parts are identified and available
• Identify opportunities for additional maintenance or repairs that may benefit the customer
• Help prioritize and schedule service work while keeping the shop operating efficiently
• Review completed repairs and work orders to ensure accuracy before contacting customers
• Explain completed repairs, recommendations, and charges to customers at pick-up
• Handle customer questions and concerns professionally and work toward positive resolutions
• Maintain accurate records and documentation throughout the service process
• Assist with service department scheduling, workflow, and organization
• Help maintain a clean, organized, and professional service area

The ideal candidate is someone who enjoys working with people, solving problems, and who understands that communication is just as important as technical knowledge. Previous experience in OPE, automotive, powersports, equipment, parts, or a related service environment is preferred, but not required.

We're looking for someone who:

• Has strong customer service and communication skills
• Can work and communicate effectively with both customers and technicians
• Is organized and able to manage multiple work orders and priorities at the same time
• Has good attention to detail and takes pride in accurate work
• Is comfortable discussing repair estimates, costs, and recommended services with customers
• Can remain professional and solution-oriented when dealing with difficult situations
• Is comfortable using computers, POS systems, and service management software
• Is willing to learn manufacturer systems, equipment, and service procedures
• Works well as part of a team and can help keep the service department moving efficiently

Some of the physical requirements of this role are:

• Regularly sit, stand, and walk throughout the service department and customer areas
• Frequently bend, stoop, kneel, reach, and move equipment during customer check-in and inspection
• Ability to occasionally, safely lift up to 50 lbs, or up to 75 lbs with assistance, carry, push, or pull service-related materials, parts, equipment, and other items as needed
• Safely maneuver around and work in close proximity to outdoor power equipment, vehicles, tools, and service areas
• Use hands and fingers regularly to operate computers, POS systems, telephones, keyboards, and other office and service equipment
• Maintain visual attention to inspect equipment, read work orders and documentation, and accurately record equipment conditions and repair information
• Maintain the ability to communicate safely, clearly, and effectively with customers, technicians, parts personnel, and other team members in an active service environment
• Ability to perform these duties with or without reasonable accommodation

The Service Advisor works in a combination of customer-facing, office, and service department environments. This position regularly interacts with customers, technicians, parts personnel, and other employees.

Some of the work environment includes:

• Work is performed in and around an active OPE service department, including areas where equipment, tools, vehicles, and machinery may be present or operating
• Exposure to varying levels of noise, including equipment and machinery, may occur
• Work may involve exposure to dust, dirt, grease, fuel odors, and other typical conditions associated with outdoor power equipment service operations
• Work occurs primarily indoors, sometimes outdoors and may involve exposure to varying temperatures and weather conditions
• All applicable company safety procedures must be followed and appropriate personal protective equipment must be used when required
• The work environment may require shifting between customer service, equipment inspection, computer work, service coordination, and other responsibilities throughout the day

Strong OPE knowledge is valuable, but communication, organization, customer service, and the ability to coordinate people and information are equally important. We believe good people are worth investing in. For eligible, full-time associates, we offer:

• Competitive, merit-based pay
• Paid time off
• Health insurance
• Dental, vision, and ancillary benefits
• 401(k) with an employer match
• Employee discount
• On-the-job and paid training
• A growing OPE department with room for advancement
• A team-oriented working environment
• The opportunity to build a long-term career in the outdoor power equipment industry

Our OPE Department is one of the fastest-growing areas of our business, and this position plays an important role in that growth. As Service Advisor, you'll have the opportunity to build relationships with customers, work closely with experienced, certified technicians, and help shape the way our service department operates.

If you're ready to take the next step and want a role where your communication, organization, and customer-service skills make a real difference, we'd like to hear from you. Apply today and become an important part of our growing OPE team!

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.