Head of Client Support Services

Description
Want to be a part of the most AUDACIOUS and radically EXCELLENT Hardware, Paint & Decorating Retailer in the Country? Join our amazing team where you are not only a part of growing company but also a family! The JC Licht family where everyone is equally important.

JC Licht Ace Hardware is currently recruiting for a Services Manager, responsible for leading, developing, and executing all in-store service operations across assigned Ace Hardware locations. This role ensures high-quality delivery of services including screen and frame repair, window and glazing services, glass and acrylic cutting, sharpening, and other fee-based customer solutions.

The Services Manager drives revenue growth through services, ensures operational excellence, maintains safety and quality standards, and builds a skilled team capable of delivering complete customer solutions.

This role plays a critical part in differentiating the business through service offerings that build long-term customer relationships and repeat business.

Key Responsibilities
1. Service Execution (Primary Responsibility)

Perform all service work, including:

Screen repair and custom screen builds

Window repair and glazing

Glass and acrylic cutting

Blade sharpening (mower blades, knives, tools) and

Stihl power equipment repair and assembly services.

Diagnose customer issues and determine appropriate repair solutions.

Ensure all work is completed to a high standard with strong attention to detail.

Manage complex or custom jobs independently.

Maintain consistent service standards for all projects

Ensure all services are performed accurately, safely, and efficiently.

2. Process, Workflow & Ticket Management

Implement a structured intake, tracking, and completion system for all service orders.

Ensure all service jobs are properly:

Quoted and approved

Logged (POS or ticket system)

Completed within expected timelines and

Properly entered in software system.

Monitor open orders and ensure no backlog or missed deadlines.

Improve workflow efficiency and turnaround times.

3. Vendor & Material Management

Manage ordering and inventory of service-related materials:

Screen mesh, frames, splines

Glass sheets, glazing materials and

Replacement parts and hardware.

Work with vendors for specialty materials and repair support.

Ensure cost control and margin optimization on service jobs.

4. Equipment & Safety Management

Ensure all service equipment is properly maintained, including:

Glass cutters, saws, and workstations

Screen rolling tools and frames and

Sharpening equipment.

Enforce strict safety standards and protocols.

Train team on safe tool operation and handling of materials like glass and sharp equipment.

5. Other Responsibilities

Performing duties of sales associate on Ace Hardware store floors when needed or when service work is minimal.

Other reasonable duties as requested.

JC Licht is proud to be an equal opportunity employer and a Substance‑Free Workplace.

Hourly Wage: $23-25/hr

Averaging approximately 40-45 hours per week

Main schedule will be Monday-Friday. Occasional weekends may be necessary. Weekends can be utilized for catch up if needed and approved.

Requirements
Preferred Experience

2-5+ years of retail, hardware, or service‑based operations experience

Previous experience in:

Screen repair, glass, window, or light construction trades (preferred)

Equipment repair or technical services (strong plus)

Prior leadership or supervisory experience a plus

Skills & Competencies

Strong mechanical aptitude and hands‑on problem‑solving ability

Ability to diagnose and execute repairs across multiple service types

Excellent organizational and workflow management skills

Customer‑focused with strong communication abilities

Ability to train and develop technical skillsets in others

Strong attention to detail and quality control

Ability to work efficiently and independently with strong time management skills

Appropriate judgment on when to ask for support and when to make decisions independently

Strong communication and follow up skills, displaying a sense of ownership

Physical Requirements

Ability to frequently lift and carry up to 50 lbs and occasionally up to 75 pounds

Comfortable working with tools, machinery, and glass materials

Standing for extended periods and performing hands‑on physical work

Ability and comfort in driving utility van throughout city, as needed

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