Service Writer & Tool Rental Associate

Service Writer/Tool Rental Associate

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.