Commercial Warranty and Customer Service Support Manager

Company Overview

Greenworks is a fast-growing global manufacturer specializing in residential and commercial products, pioneering advancements towards a more powerful and sustainable future. With over two decades of research and development experience and more than 1000 patents in outdoor power equipment, power tools, and lifestyle products, Greenworks continually pushes the boundaries of battery technology to enhance both professional and personal applications.

Position Summary

The role of Commercial Warranty and Customer Service Support Manager involves leading warranty operations and delivering outstanding assistance to Greenworks' Commercial customers, dealers, distributors, and internal teams. This position manages the entire warranty claim lifecycle, ensuring claims are thoroughly reviewed, processed promptly, and supported with robust data handling and reporting mechanisms. Acting as a critical escalation contact for warranty and service queries—such as parts availability, critical unit down scenarios, backorder tracking, order status, and customer grievances—is a vital aspect of this role. Collaboration with Commercial Customer Service, Field Technicians, Quality, Engineering, Sales, and other departments is essential to analyze warranty metrics, detect patterns, facilitate root cause assessments, and champion continuous improvement. The position also involves leadership responsibilities for the customer service team focused on elevating customer satisfaction, refining warranty workflows, and bolstering dealer support.

Key Responsibilities

• Build and nurture strong relationships with customers by resolving escalated warranty and service challenges within set deadlines, acting as an intermediary among customers, dealers, and in-house teams.
• Ensure exceptional customer experiences through prompt issue resolution, delivering effective solutions that exceed expectations.
• Support internal warranty procedures including claim examination, approval, processing, and reimbursements for accuracy and timeliness.
• Maintain accountability for following up with customers to guarantee clear communication and satisfactory problem resolution.
• Administer and support the Dealer Portal concerning commercial service and warranty workflows, ensuring data correctness and compliance.
• Compile and manage warranty reports and analytics to aid business strategies, performance monitoring, root cause analysis, and ongoing improvement efforts.
• Oversee the Quality RMA process, assisting teams with product defect examination and root cause investigations.
• Work collaboratively with multiple functions such as Customer Service, Field Service, Quality, Engineering, and Sales to tackle complex challenges and enhance dealer assistance.
• Initiate and execute new processes and change initiatives that reinforce the Greenworks brand, support operational expansion, and facilitate successful product positioning in the market.
• Provide regular updates on warranty performance metrics, pointing out trends, opportunities, and suggestions for improvements.
• Maintain thorough expertise in Greenworks Commercial products, parts, and programs through continuous education and professional growth.
• Lead and develop the Commercial Customer Service team by delivering coaching, training, performance evaluations, and support to meet departmental goals.
• Maximize Salesforce effectiveness, enforce system compliance, and enhance team productivity through clear documentation, standardized procedures, and process optimizations.
• Provide leadership continuity during managerial absences by overseeing daily operations, customer support, warranty processing, and achievement of objectives.

Required Skills and Experience

• Exceptional attention to detail, with strong capabilities in managing documentation, data accuracy, and process adherence.
• Excellent organizational and time management prowess, able to juggle multiple priorities and meet deadlines in a dynamic work environment.
• Strong written and oral communication skills, with the ability to clearly articulate technical equipment operations, faults, and resolutions.
• Capability to document issues comprehensively, summarize findings effectively, and communicate clearly across teams.
• Preferred experience with SAP S/4 HANA systems.
• Familiarity with Salesforce is also desirable.
• Background in industries such as Outdoor Power Equipment, material handling, automotive, or similar fields is advantageous.

Work Schedule and Conditions

• Full-time position with standard work hours from Monday to Friday, 8:00 AM to 5:00 PM.
• Occasional evening and weekend shifts may be necessary depending on job requirements.

Compensation and Benefits

• Health, dental, and vision insurance coverage.
• Support for fertility treatments and adoption processes.
• Company-matched 401(k) retirement plan.
• Paid time off including sick leave, personal days, and vacation holidays.

Additional Information

Greenworks does not provide sponsorship for employment-based visas. Applicants must have the legal right to work full-time in the United States without sponsorship. The company is an Equal Employment Opportunity employer, endorsing diversity without discrimination based on race, color, national origin, religion, gender, age, veteran status, political view, sexual orientation, marital status, or disability under the Americans with Disabilities Act.