Retail & Service Manager

Hotsy of Nashville, a division of Kelsan, is seeking a Retail Sales & Service Manager to oversee the daily operations of our retail and service counter. This role is heavily focused on customer service, coordinating equipment repairs, and ensuring customers receive timely support for their pressure washers and cleaning equipment.

The ideal candidate enjoys working directly with customers, solving problems, and managing service workflows to keep equipment running and customers satisfied.

Key Responsibilities

- Serve as the primary point of contact for customers needing equipment service, repairs, or parts

- Coordinate incoming service requests and schedule repairs with service technicians

- Communicate repair timelines, service updates, and equipment recommendations to customers

- Manage the service counter and service technicians

- Troubleshoot customer equipment issues and help determine service or parts needs

- Assist customers with purchasing parts, detergents, and equipment as needed

- Maintain accurate service records, work orders, and customer communication

- Monitor parts inventory and ensure technicians have the materials needed for repairs

- Support daily retail operations including order processing and customer transactions

- Maintain a clean, organized showroom and service area

- Build strong relationships with local contractors, fleet managers, and commercial customers
Requirements

- 3+ years of customer service, service coordination, or equipment service experience

- Strong communication and problem-solving skills

- Ability to manage multiple service requests and priorities

- Mechanical aptitude or familiarity with equipment repair environments preferred

- Experience in power equipment, automotive service, construction equipment, or similar industry is a plus

- Strong organizational skills and attention to detail

- Basic computer skills and ability to manage service orders and customer records