Commercial Warranty and Customer Service Support Manager

Essential Duties and Responsibilities

• Develop and maintain strong customer relationships by resolving escalated service and warranty issues within established timeframes while serving as a liaison between customers, dealers, and internal business teams.
• Ensure customers receive a positive experience by delivering timely responses, effective solutions, and support that meets or exceeds expectations.
• Support internal processes related to warranty claim review, approval, processing, and reimbursement to ensure accuracy and efficiency.
• Maintain accountability for customer follow-up to ensure appropriate communication, resolution.
• Manage and support the Dealer Portal related to Commercial Service and Warranty procedures, ensuring accurate information and process compliance.
• Prepare and maintain warranty reporting and analytics to support business initiatives, performance tracking, root cause analysis, and continuous improvement efforts.
• Manage the Quality RMA process to support teams with product defect analysis and root cause investigations.
• Collaborate with Commercial Customer Service, Field Service Technicians, Quality, Engineering, Sales, and other cross-functional teams to resolve complex issues and improve dealer support.
• Develop and implement new processes while leading change initiatives that support the Greenworks brand, operational growth, and successful product placement in the marketplace.
• Provide periodic reporting on warranty performance, identifying trends, opportunities, and recommendations for process improvements.
• Maintain comprehensive knowledge of Greenworks Commercial products, parts, and programs through ongoing training, product education, and professional development.
• Lead, coach, and develop the Commercial Customer Service team by providing training, performance feedback, guidance, and support to achieve departmental objectives.
• Optimize Salesforce utilization, drive system compliance, and improve team performance through effective documentation, standard operating procedures, and process improvements.
• Provide leadership support and maintain team operations during periods of leadership absence, ensuring continuity of daily activities, customer support, warranty processing, and achievement of departmental objectives.

Required Skills and Experience

• Demonstrate strong attention to detail with the ability to accurately manage documentation, data, and process requirements.
• Possess excellent organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Excellent written and verbal communication skills are required to neatly translate thoughts into written paragraphs and articulate equipment operation and failures.
• Demonstrate excellent written and verbal communication skills, with the ability to clearly document issues, summarize findings, and effectively communicate equipment operation, failures, and resolutions.
• SAPs/4 HANA experience preferred.
• Salesforce experience preferred.
• Experience in a related industry such as Outdoor Power Equipment (OPE), material handling, automotive, or similar field preferred.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Compensation and Benefits

• Health, dental, and vision coverage
• Assistance with fertility treatment and adoption
• 401k company match plan
• Paid sick, personal, and vacation time