Senior Technical Service 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:

Technical Service Senior Manager is responsible for the technical service excellence of Greenworks vehicles, commercial handheld, E-Mobility, and other commercial product. This position requires up to 60% of travel at peak seasons to fully engage in customer technical service and repairs. This position may require international travel.

Essential Duties and Responsibilities:

• The role requires one to be comfortable as a working manager, leading people, and objectives, but also performing individual contributor work frequently.
• Manage service technicians to ensure timely and proper resolution of product field issues.
• Ensure written safety procedures are always available before any maintenance or repairs are started by field service technicians.
• Ensure field service technicians comply with established safety/health policies and procedures.
• Work with the extended global organization (engineering, product management, legal, sales) to update service manuals, service bulletins, and training material.
• Identify and help prepare digital training content supporting field service.
• Develop programs / content that improve customer resolution and first pass yield KPI’s.
• Establish and maintain flat rate repair guides.
• Provide hands-on training to field service technicians to ensure a competent and effective workforce.
• Mentor and motivate field service technicians to deliver timely and high-quality services to customers.
• Travel to and meet with customers regularly.
• Performs all other duties as required.

Required Education and Experience:

• Education from a college/university majoring in Automobile Repair, Electro-Mechanical Maintenance, or another similar field, and/or 5 years work experience in one of these areas: electric forklift / material handling, electric golf car service, OPE service, etc.
• Technical service experience in leading Material-Handling equipment companies or dealers. Similar experience with OPE or Agricultural / Construction service will also be considered.
• Be proficient in the operation of various measuring tools and instruments. Including but not limited to multimeter, clamp meter, data loggers, AC/DC power source.
• Must be able to read and interpret electrical schematics and blueprints.
• Knowledge of CAN BUS protocol.
• Experience with Sales Force is a plus.
• Excellent communication skills, both verbal and written in a global organization.
• Proficient with Microsoft Office products.

Compensation and Benefits:

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