Warranty and Parts Solutions Manager

Job Title: Warranty and Parts Solutions Manager

Title of Supervisor: Senior Manager, Service Solutions, Inbound Support

Job Location: Mooresville, NC

Company Website: www.greenworkstools.com

Company Summary:

Greenworks Tools is the leader in battery-powered outdoor power tools for DIY-consumers and landscaping professionals. The company distributes Greenworks branded and private label products, as well as products for an extensive network of Original Equipment Manufacturers. With a robust line of Greenworks branded products, including 24-volt, G-MAX 40-volt, 60-volt, 80-volt, and commercial grade 82-volt battery-powered outdoor power equipment, a full line of corded equipment, and power tools, Greenworks offers the right tool for every job. Utilizing best-in-class technology, Greenworks tools deliver the power and performance of comparable gas-powered tools without the mess, fumes, aggravating pull cords and noise associated with gas products. For more information, find us on the web at greenworkstools.com or greenworkscommercial.com.

Position Summary:

The Warranty and Parts Solutions Manager is responsible for managing a Warranty and Parts team for the purpose of assisting customers and internal departments with their warranty needs. This position is the first point of contact for incoming requests for warranty support and is accountable for maintaining and building customer relationships. The Warranty Service Team is responsible for facilitating all submitted warranty claims and managing the supporting warranty data. The Manager of Warranty Service will work close with Q/A and Engineering in support of data to discover Root Cause analysis. This position is located in Morganton, NC.

Essential Duties and Responsibilities:

• Develop and maintain positive relationships with assigned customers by accepting and resolving accelerated front-line issues within established timeframes, liaising between customers and other business areas to resolve issues, and maintaining regular phone and email contact with assigned customers.

• Ensures that customers have a positive experience; commit to meet or exceed customer expectations.
• Assist with all internal functions as they relate to warranty processing and reimbursement.
• Accountable for follow-up with customers to assure they received an appropriate response or resolution.
• Assist in maintaining all aspects of the Dealer Portal as it relates to Commercial Service and Warranty procedures.
• Complete all parts intake forms for SAP set up.
• Complete warranty reporting needs as requested to support multiple initiatives.
• Maintain a defective tool Call Back program to assist Q/A and Engineering in their defect analysis.
• Learning and maintaining a working knowledge of all parts through training and continuing education opportunities provided by company and factory.
• Following all safety rules and regulations while performing work assignments and adhering to all policies and procedures as specified.
• Performing all other duties as assigned by management in a professional and efficient manner.
• The ability to communicate throughout the Greenworks organization to obtain the needed resources and information that is needed to provide to customers selling PABC's.
• The ability to create new processes, lead a changing and transitioning environment to support the Greenworks brand and the continued growth and placement of products in the marketplace.
• Provide periodic reporting to the organization that includes Sales and Gross margin performance identifying opportunities for continued growth.
• SAP S/4HANA - Sales Order Management, Pricing and Conditions, Availability Check and ATP (Available to Promise), Delivery and Shipment.
• Optimize the use of Salesforce, drive compliance, and maximize team performance.
• Performing market analysis of competitive or aftermarket products.

Required Skills and Experience:

• Ability to Manage a team of no more than six employees.
• Strong attention to detail
• Excellent organizational and time management skills
• Ability to work overtime, off shifts and weekends as needed is required to support functional leads.
• Excellent written and verbal communication skills are required to neatly translate thoughts into written paragraphs and articulate equipment operation and failures.
• Demonstrated effective teamwork and interpersonal skills are required, including willingness to receive direction from either supervisor or other team members to support department goals.
• Potential physical demands include but are not limited to frequent/constant walking and standing, occasional twisting, stooping, kneeling, lifting, handling, pushing, and pulling.
• SAPS/4 HANA experience desired.
• Salesforce experience desired.
• Related Industry experience (OPE, material handling, automotive)

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.

Education and Experience:

• High school education or equivalent is required for this position.
• Previous call center or field service positions
• Experience in the outdoor power equipment industry preferred.