Commercial Warranty and Customer Service Support Manager

About the role

Greenworks is seeking a Commercial Warranty and Customer Service Support Manager to lead warranty operations and deliver exceptional support to commercial customers, dealers, and internal teams. This role oversees the full warranty claim lifecycle, ensures timely resolution of escalated issues, and drives continuous improvement through data analysis and cross‑functional collaboration.

Key responsibilities

• Act as the primary escalation point for warranty and service issues, including parts availability, unit‑down situations, and backorders.
• Manage end‑to‑end warranty claim review, approval, processing, and reimbursement with accuracy and efficiency.
• Maintain and support the Dealer Portal for commercial service and warranty procedures.
• Prepare warranty reporting, analytics, and root‑cause analysis to inform business initiatives.
• Lead the Quality RMA process and collaborate with Quality, Engineering, Sales, and Field Service teams to resolve complex issues.
• Develop and implement new processes, leading change initiatives that support brand growth and product placement.

Required profile

• Proven experience managing warranty operations or customer service in a commercial B2B environment.
• Strong leadership skills with the ability to develop and motivate a team.
• Excellent communication and relationship‑building abilities with dealers, customers, and internal stakeholders.
• Analytical mindset for interpreting warranty data and driving process improvements.

Required skills

What we offer

• Opportunity to lead a dedicated team within a fast‑growing global manufacturer.
• Collaborative, cross‑functional work environment focused on innovation and sustainability.
• Competitive compensation and benefits package.