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
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