Job Description

This role is responsible for overseeing the daily operations, safety, and overall performance of the service department, ensuring company policies, procedures, and customer service standards are consistently met. The position focuses on achieving key business objectives, including customer satisfaction, sales growth, productivity, expense management, and profitability through effective budget and operational control. It also involves recruiting, training, scheduling, and developing associates while maintaining required technical certifications and fostering a high-performing team environment.

Responsibilities and Duties:

• Maintain orderly operation and safety of all areas of responsibility; ensure that service policies and procedures are being properly carried out at the store level

• Consistently achieve customer satisfaction, sales, productivity, payroll and expense goals of the service department

• Maintain fiscal and operational controls, including planning and managing the departmental budget (Service Department P&L)

• Ensure all customer and/or computer issues are resolved in a timely manner and in alignment with company policy

• Work effectively through associates to achieve desired results regarding customer satisfaction, sales, productivity and technical solutions. Ensure all associates maintain appropriate technical certifications (CompTIA A+, Apple, and all other vendor certifications as required) to enable proper service of products

• Participate in and lead open and close procedures, including freight flow and merchandise processing, as well as tracking of company assets through inventory control

• Manage staffing, onboarding and training to ensure competent and certified associates are hired, trained and scheduled to properly service our customers

• Develop and coach associates in the areas of customer satisfaction, product knowledge, solution selling and standard operating procedures; ensure goals and results are communicated

• Ensure human resource issues are handled in accordance with guidelines; partner with the Regional HR Manager and Store Manager when needed. Serve as manager-in-charge during the absence of the General Manager or other store managers

• Perform additional duties and responsibilities as assigned

Qualifications:

• Minimum of 5 years of experience in a high-volume retail environment (30,000+ sq. ft.), preferably in a productivity-based computer or technology service and repair environment

• Bachelor's degree preferred

• Proven experience in retail management, including sales, operations, merchandising, inventory, and customer service

• Demonstrated ability to recruit, develop, and retain a strong team

• Strong business acumen with the ability to execute corporate strategies and analyze market competition

• Experience within the consumer electronics industry is preferred, with direct accountability for achieving P&L and customer satisfaction targets

• Flexible availability, including early mornings, evenings, weekends, and holidays

• Occasional travel required for meetings, trainings, and other business-related needs

Physical Demands & Work Environment:

• Requires standing and walking throughout the store for the duration of each shift

• Perform essential functions, including conducting hardware inspections requiring constant fine motor manipulation and manual dexterity

• Requires constant use of manual and power hand tools—including screwdrivers, soldering irons, heat guns, tweezers, and specialized instruments—to perform delicate repairs

• Requires constant manual lifting and carrying of objects up to 25 lbs and frequent manual lifting of 26–50 lbs (and occasional up to 100 lbs) to move hardware for diagnostic testing

• Environmental factors include exposure to dust, vibrations, and persistent noise