Rental/Repair Shop Supervisor
Since 1978, Big Tool Box has been the family-owned hardware haven where "all the expertise is under one roof," putting customer service at the heart of everything it does. Spanning five powerhouse categories-Ace Hardware and Tools for every nut, bolt, and power tool imaginable; the Rental & Repair Center to keep projects moving without breaking the bank; the Highlands Garden Center bursting with plants, soil, and green-thumb guidance; the Lawn & Sprinkler Center for flawless outdoor irrigation and landscape solutions; and the Grillin and Chillin Center stocked with premium BBQ grills and all the accessories for perfect backyard cookouts-Big Tool Box remains the go-to destination for contractors, gardeners, grill masters, and DIYers alike.
Job Summary
- Lead the Rental and Repair Shop as the in-store expert on equipment rentals, small-engine/battery repairs, screen fabrication, and propane sales while driving revenue through people leadership, writing schedules, ordering parts and supplies, and personally modeling exceptional customer service behaviors.
- Oversee a team of Rental/Repair Sales Associates and Technicians to deliver clean, safe, on-time rentals and "better-than-new" repairs with maximum add-on sales and zero customer wait.
- Full-time hourly leadership role with Rental POS admin rights, parts vendor portals, propane compliance.
- Praise worthy customer service is our goal in every customer interaction.
Key Responsibilities
- People Leadership & Development
- Hire, onboard, train, and write weekly schedules for 4-8 associates and technicians covering rentals, repairs, propane, and screen clinic.
- Conduct daily 10-minute huddles: review hot rentals, repair backlog, propane goals, add-on targets, and safety topics.
- Coach live: shadow a rental demo, repair diagnosis, or propane fill; recognize top closers and correct gaps instantly.
- Modeling Customer Service Behaviors
- Personally greet contractors at open, jump counter during rushes, demo safe operation, carry pressure washers to vehicles, and turn complaints into 5-star recoveries.
- Set the standard: every customer gets a smile + name, Ace Rewards pitch, add-on offer, and "thank you for choosing us."
- Train and enforce 10-foot/10-second rule, carry-out offers, and repair status updates within 24 hrs.
- Ordering Parts and Supplies
- Forecast and place weekly parts orders via PartSmart, STIHL iCademy, Honda PowerLink, EGO, Briggs, and screen suppliers.
- Maintain critical stock levels for carbs, coils, blades, spline, pet screen, batteries, oils, and propane accessories.
- Negotiate with vendors on pricing, expedited shipping, and credit for defective parts; track parts GP%.
- Rental Check-In/Out & Propane Leadership
- Oversee flawless rental contracts, damage waivers, demos, and inspections; ensure fleet availability ≥95%.
- Monitor propane sales/fills: 20-lb, 100-lb, 1-lb exchanges, recertifications; enforce DOT logs and safety protocols.
- Drive add-on sales (blades, oil, safety gear, delivery) to 40%+ attachment rate.
- Repair & Screen Operations Oversight
- Set repair turnaround standards; audit technician tickets for accuracy, photos, and upsell opportunities.
- Ensure screen technician produces perfect custom and pre-made screens; maintain spline, frame, and mesh inventory.
- Perform minor fleet PM and QC every repair before customer pickup.
- Shop Standards & Cleaning
- Keep shop bay, counter, propane cage, and rental trucks spotless: washed, vacuumed, fueled, and ready.
- Enforce 5S organization, tool boards, locked flammables, and nightly lock-up.
- Coordinate rental truck cleaning/prep and returned equipment detailing.
- Financial & Compliance
- Achieve departmental GP%, shrink, and labor targets; report weekly to store manager.
- Maintain all propane CETP, DOT, and rental insurance compliance.
- All other duties as assigned by store management.
Required Qualifications and Skills
- Education
- High school diploma or GED; technical certification (EETC, STIHL Bronze/Silver) a plus.
- Experience
- 2+ years rental/retail + small-engine/screen repair plus 1+ years leading teams; propane and parts ordering experience required.
- Skills & Abilities
- People leadership: grows part-timers into rental closers and techs into master diagnosticians.
- Scheduling & ordering mastery: never misses a contractor morning or runs out of 2-cycle oil in peak season.
- Customer service role model: personally turns "this thing is junk" into a $400 repair + rental combo.
- Expert in rental software, parts portals, propane fill station, and repair invoicing.
- Physical Requirements
- Lift/move up to 50 lbs repeatedly (mowers, generators, 100-lb propane tanks).
- Stand/walk full shift; bend, kneel, demo equipment, clean trucks outdoors.
- Early contractor opens and occasional late repair pickups.
- Other
- Valid driver's license + clean record (drive rental trucks).
- Current propane fill certification (CETP or equivalent).
- Weekend and peak-season availability mandatory.
Required Qualifications and Skills
- Education
- High school diploma or GED; technical certification (EETC, STIHL Bronze/Silver) a plus.
- Experience
- 2+ years rental/retail + small-engine/screen repair plus 1+ years leading teams; propane and parts ordering experience required.
- Skills & Abilities
- People leadership: grows part-timers into rental closers and techs into master diagnosticians.
- Scheduling & ordering mastery: never misses a contractor morning or runs out of 2-cycle oil in peak season.
- Customer service role model: personally turns "this thing is junk" into a $400 repair + rental combo.
- Expert in rental software, parts portals, propane fill station, and repair invoicing.
- Physical Requirements
- Lift/move up to 50 lbs repeatedly (mowers, generators, 100-lb propane tanks).
- Stand/walk full shift; bend, kneel, demo equipment, clean trucks outdoors.
- Early contractor opens and occasional late repair pickups.
- Other
- Valid driver's license + clean record (drive rental trucks).
- Current propane fill certification (CETP or equivalent).
- Weekend and peak-season availability mandatory.