Commercial Service Technician Support

Job Title:                                        Commercial Service Technician Support

Title of Supervisor:                       Commercial Customer Service Support Manager

Job Location:                                 Valencia, CA

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 Commercial Customer Service Support role at Greenworks Commercial is dedicated to providing exceptional support to our commercial customers, including end users, dealers, distributors, and the sales team.  The primary responsibility is to deliver timely and accurate responses to elevated service-related inquiries and issues. Customer concerns are varied, complex, and non-routine, encompassing tasks such as part number identification, sales order entry, order expediting and resolving "unit down" backorder situations. This role also addresses concerns from all internal and external customer groups regarding pricing, backorders, order expectations, and dealer/distributor performance. 

Key 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.  
• Respond promptly and courteously to telephone inquiries and answer questions regarding pricing, customer setups, and delivery. Coordinate with warehouse teams for outbound shipment needs.
• SAP S/4HANA - Sales Order Management, Pricing and Conditions, Availability Check and ATP (Available to Promise), Delivery and Shipment.
• Communicate frequently with customers, dealers, and field reps on various contractual issues and questions. Refer unresolvable issues to the team leader.  Build long-term relationships with key customers, dealers, and field personnel.    
• Optimize the use of Salesforce, drive compliance, and maximize team performance
• Analyze data and use business insights to identify, develop, and optimize lead generation for Territory Managers to secure end-user landscape demos promptly.    

• Work internally with other business functions (After Sales and Service, Purchasing, Product Management, Marketing, Finance) and as an advocate for customers in researching and resolving complex issues.
• Learning and maintaining a working knowledge of all parts through training and continuing education opportunities provided by company.
• Assign Service Solutions Salesforce cases in the queue based on territory.
• Occasional responsibility to facilitate discussions with the Tech Team ensuring that all escalated issues are addressed promptly and effectively.
• New Dealer cold calling and on-boarding
• Responsible for managing the existing dealer base in the territory from an administrative perspective to include Order Management, Warranty Claims processing, Rebate processing, Non-technical Dealer Support, Demo and Routing planning, Dealer Sales Events, Sales training schedule, and Merchandising support.
• Responsible for understanding, facilitating, and coordinating all efforts regarding the A3S / Greenworks Fleet Connect (remote product support).

• Diagnosing errors or technical problems and determining proper solutions.

• Proven experience with troubleshooting equipment and systems identifying issues to determine the root cause.

Experience Required:

• Excellent communication skills, in person, by telephone, and in writing. This includes presenting a professional, friendly, helpful, self-confident image, along with a good command of word usage, spelling, and grammar.  Clear and concise communication skills, both verbal and written, critical thinking skills, and must possess the ability to cross-train in other tasks.  Must be tactful, professional and detail oriented.
• A willingness to continual learning and skill development while multitasking.
• Demonstrated effective teamwork and interpersonal skills are required, including willingness to receive direction from either supervisor or other team members to support department goals.
• Salesforce experience desired.
• SAPS/4 HANA experience desired.
• Related Industry experience (OPE, material handling, automotive)

Education and Experience:

• Bachelor’s degree in a related field (Business Administration, Business Operations, Logistics)
• High School Diploma/GED