Commercial Warranty and Customer Service Support Manager

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 f...