JOB SUMMARY: Upholds the Core Values as determined by the management team. Primary responsibility is to Amaze Every Customer Every Time. STIHL Service Technician is responsible for the maintenance and repair of all STIHL units sold by Ace Hardware of Newport. The technician is required to achieve Bronze, Silver, and Gold level technician certifications by STIHL to provide service properly.

Technician must be able to diagnose problems quickly and accurately to provide effective solutions. They also need effective communication skills to explain their findings to customers and clients. Strong computer skills are required to look-up and order parts, as well as file warranty claims.

ESSENTIAL JOB FUNCTIONS:

• Troubleshooting problems with equipment to identify problems and determine solutions
• Performing preventive maintenance tasks such as lubricating parts and checking fluid levels
• Inspecting equipment for defects in materials or workmanship to ensure that it meets industry standards for safety and quality
• Inspecting and repairing parts such as ignition systems, fuel systems, cooling systems, electrical systems, and hydraulic systems
• Maintaining inventory of parts or supplies such as oil, grease, and filters as well as any special tools or equipment needed to perform repairs
• Installing new equipment and repairing existing equipment to keep it operating safely and efficiently
• Repairing small engines, including, chainsaws, trimmers, blowers, and other equipment used in landscaping and construction
• Diagnosing problems with equipment by testing components and performing tests onsite to determine the cause of the malfunction
• Explaining repair procedures to customers and documenting work performed on equipment
• Responsible for stocking and maintaining the STIHL retail section.
• Provide service to store customers in Outdoor Power Equipment Department which includes writing customer contracts and invoices for equipment rental and tool repairs, checking to ensure the tool/small engine is operating properly and demonstrating its proper use, as needed
• Assist in unload incoming trucks and put away merchandise (as arranged by management)
• Handle special orders for all non-stock items. It always takes two associates to say “No.” 
• Watch for shoplifters and act, in line with company policy, that will discourage shoplifting. Excellent customer service and interaction prevents shoplifting.
• Provide the best possible experience for Every Customer, Every Time by being helpful, knowledgeable, and friendly.
• Use the Five Foot Rule – greet and/or acknowledge all customers within five feet of you all the time.
• Always be polite and attentive to customers. Make eye contact and smile. 
• Promote the Ace Rewards program to all customers, describe the Ace Helpful Promise(s) and use the Magic Question.
• Always wear your radio and headset to effectively communicate with other associates or management.
• Assist customers with large or heavy items as needed.
• Operates forklift, as needed, in a safe manner for the purpose of stocking and storing product.
• Assist in the training and development of peers.
• Be knowledgeable and actively participate in all sales promotions and other campaigns.
• Review and adhere to all city, county, state, and federal laws affecting store operations.
• Always maintain a neat personal appearance and wear company uniform and nametag.
• Follow company policies and procedures for all transactions.
• Review and adhere to store safety/emergency procedures – critical telephone numbers and incident reporting forms and protocol.
• Perform regular cleaning of counter surfaces, store equipment, and other duties as assigned
• Participate in all store sales building, customer service, and team-building activities.
• Actively participate in store communication and initiatives (e.g., Communication Board, Daily Huddle, store contests, etc.)
• Live and exemplify company’s core values
• Ability to attend on-site work during normal business hours, in the typical work week, as well as extra time as needed to fulfill job duties through regular attendance
• Other duties, as required

JOB QUALIFICATIONS:

• High School Diploma/GED, required
• Ability to complete GOLD Technician status with STIHL; requirements include computer-based training and attendance of STIHL-sponsored training school and testing
• Exceptional customer service skills & the ability to help maintain a customer focused culture
• Previous retail experience, preferred
• Ability to use computer, Microsoft Office Applications including Word and Excel, telephone, and other equipment, as needed
• Skilled at providing prompt, friendly, and attentive customer service
• Ability to work as part of a team and interact with customers of various socioeconomic levels, persons in differing company roles, vendors, guests, and ACE corporate representatives
• A continuous pattern of regular and prompt attendance is required.
• Ability to understand and follow verbal and/or written instructions, perform routine and repetitive tasks and have constant contact/interaction with various levels of individuals daily
• Ability to attend on-site work during normal business hours, in the typical work week, as well as extra time as needed to fulfill job duties through regular attendance
• Bilingual (Spanish) verbal and written communication skills is a plus