Commercial Warranty and Customer Service Support Manager

Job Description

Job Description

Company Summary:

As a rapidly growing global manufacturer of residential and commercial products, Greenworks is leading the charge toward a more powerful and sustainable future. With over 20 years of research and development, including over 1000 patents in outdoor power equipment, power tools, and lifestyle products, we're pushing the limits of what battery technology can do to improve the quality of work and life.

Position Summary:

The Commercial Warranty and Customer Service Support Manager is responsible for leading warranty operations and providing exceptional support to Greenworks Commercial customers, dealers, distributors, and internal teams. This role oversees the end-to-end warranty claim process, ensuring claims are accurately reviewed, processed efficiently, and supported through effective data management and reporting. The position serves as a key escalation point for warranty and service-related issues, including parts availability, unit-down situations, backorders, order expectations, and customer concerns. This role collaborates closely with Commercial Customer Service, Field Service Technicians, Quality, Engineering, Sales, and other cross-functional teams to analyze warranty data, identify trends, support root cause analysis, and drive continuous improvement initiatives. The manager will lead and develop a team focused on customer satisfaction, warranty process improvements, and dealer support.

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

Greenworks will not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship to continue to work legally in the United States.

Greenworks is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.