About this role
POSITION SUMMARY
The primary responsibility for all positions with Rocky’s Ace Hardware is to ensure that all customers “Experience the Rocky’s Difference” and uphold the Core Values of the company. The Service Writer/Tool Rental Associate is responsible for all functions and paperwork relating to the repair shop administration and tool rental process. This position operates machinery including forklift in a safe and proper manner. The Service Writer/Tool Rental Associate must maximize sales potential through effective communication with Rocky’s customers, management and shop technician.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Service Writer Duties:
- Greet customers and document service requests for small engines and outdoor power equipment (e.g., lawn mowers, chainsaws, generators, snow blowers).
- Create and manage work orders in the shop management system.
- Communicate repair status, timelines, and costs to customers.
- Coordinate with technician to ensure accurate diagnosis and timely completion of repairs.
- Prepare invoices and process payments.
- Maintain service records and ensure compliance with company policies.
Parts Inventory & Ordering Duties:
- Maintain accurate inventory of parts and supplies for small engine and equipment repairs.
- Order parts from vendors based on repair needs and stock levels.
- Verify shipments and update inventory records promptly.
- Organize and label parts storage for easy access by technicians.
- Handle returns, warranty claims, and core exchanges efficiently.
Tool Rental Coordination Duties:
- Manage tool rental inventory, including power tools and specialty equipment.
- Inspect tools before and after rental for damage or maintenance needs.
- Complete rental agreements and explain proper tool usage and safety guidelines to customers.
- Track rental durations and ensure timely returns.
- Schedule maintenance and cleaning of rental tools to keep them in safe working condition.
Sales Associate Duties:
- Ability to build relationships with customers and assist with the selling of product and Power tools (Stihl knowledge a plus!
**Other duties as assigned**
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- High school diploma or GED and 1-2 years prior experience; or an acceptable combination of education and experience.
- Ability to prioritize and multi-task.
- Ability to work independently yet have excellent interpersonal skills and the ability to communicate effectively with other team members and Store leadership
- Knowledgeably communicate with service vendors.
- Ability to understand proper retail and repair shop demands.
- Ability to perform simple math operations (addition, subtraction, multiplication, and division).
- Basic computer knowledge.
- Comfortable with computers, various applications, technology, the internet. PC skills including knowledge of Excel, Word, PowerPoint & Outlook.
- Ability and willingness to work flexible hours including evenings, weekends and holidays to meet the needs of the business.
#Rockyssince1926
Other facts
About Rocky's Ace Hardware
Rocky’s Ace Hardware is a family-owned business that has been supporting local communities for over 95 years.
Rocky’s was founded in 1926 by Rocco (Rocky) J. Falcone. Back then, Rocky’s was a mom-and-pop business and had just one location — in downtown Springfield, Massachusetts, on the corner of Main and Union streets. In 1966, Rocco’s son James began to run the business. During the 1970s and 1980s, James developed the single store operation into a successful seven-store chain.
It was then that Rocky’s started its national affiliation with the Ace Hardware Co-op. The relationship with Ace offered Rocky’s Hardware the buying power of a national chain, national advertising, and the computerization of accounting and inventory procedures, all while still maintaining local, independent ownership and Rocky’s longtime identity as a neighborhood hardware store.
Today, Rocco J. Falcone II, James’ son, is the third generation of his family to serve as president.
Under the Falcone family's leadership, Rocky’s Ace Hardware has continued to evolve, responding to customer demand by expanding its hardware product lines, increasing stock selection and adding a variety of new services.
From one modest store to now 50 convenient locations throughout Massachusetts, Rhode Island, New Hampshire, Connecticut, Maine, Pennsylvania, New Jersey, Ohio and Florida, Rocky′s has become one of the country’s largest Ace dealers, noted for its focus on customer service and quality product selection.
This focus on our customers means that Rocky′s stores have retained their friendly, neighborhood hardware store identity.
We encourage all of our customers to talk with our expert staff, ask questions and browse our huge selection of products. We will make sure that you leave with everything you need to get your project done right the first time.
What you'll do
- The Service Writer/Tool Rental Associate is responsible for managing service requests, coordinating repairs, and overseeing tool rentals. This includes customer interaction, inventory management, and ensuring compliance with company policies.
Ready to join Rocky's Ace Hardware?
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