Hardware-Service Manager

Ebels Hardware in Falmouth is looking for a Full-Time Service Manager to oversee the day-to-day operations of the Service Department. The Service Manager is responsible for overseeing all daily service department operations, ensuring exceptional customer experiences, managing technician performance, and driving departmental profitability. This position serves as the primary leader of the service team and is responsible for scheduling, workflow management, customer relations, quality control, and achieving department goals. The ideal candidate is organized, customer-focused, technically minded, and able to lead a team while maintaining a positive and professional work environment.

Compensation for this position ranges from $20.00 to $25.00 per hour, based on experience, skills, and qualifications.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide exceptional customer service, address concerns professionally, communicate service timelines and costs, and follow up to ensure customer satisfaction. Supervise, train, and support service technicians.
• Manage daily service department workflow, scheduling, technician assignments, repair timelines, and overall service quality.
• Ensure repairs and service work are completed accurately, efficiently, and to company standards.
• Supervise, coach, train, and support service technicians and department staff; provide performance feedback and assist with hiring and onboarding. Monitor service department workflow and productivity.
• Maintain a positive, productive, and collaborative team environment. Ensure repairs are completed safely and properly.
• Monitor departmental sales, labor efficiency, productivity, service revenue, and profitability goals.
• Prepare estimates, invoices, service records, and customer documentation for accuracy.
• Manage service-related parts, inventory, supplies, tools, and equipment; coordinate vendor relationships and parts ordering.
• Develop and maintain effective department procedures and best practices.
• Ensure compliance with company policies, safety procedures, and applicable regulations while maintaining a clean and safe work environment.
• Other duties may be assigned as needed.

• High school diploma or GED required.
• Valid driver’s license and reliable transportation.
• Previous leadership or supervisory experience; service department management experience preferred.
• Strong customer service, communication, organizational, and time-management skills.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• Proficiency with computers, Microsoft Office, and service or scheduling software.
• Industry-related technical experience and inventory management experience preferred.
• Ability to regularly sit, stand, walk, bend, and lift up to 50 pounds, and move throughout service and retail areas as needed.