Senior Technical Service Manager

The Senior Technical Service Manager at Greenworks focuses on ensuring technical service excellence for our commercial products, including vehicles and E-Mobility solutions. This includes managing service technicians to resolve product field issues, developing training content, updating service manuals, and maintaining compliance with safety policies.

To be considered for the Senior Technical Service Manager role at Greenworks, candidates should ideally have an education in Automobile Repair or Electro-Mechanical Maintenance, along with at least five years of relevant work experience in areas such as electric material handling equipment or outdoor power equipment servicing.

Yes, the Senior Technical Service Manager role at Greenworks requires considerable travel, potentially up to 60% during peak seasons, to engage directly with customers for technical service and repairs, which may also include international travel.

Important skills for the Senior Technical Service Manager at Greenworks include proficiency with various measuring tools, the ability to read electrical schematics, knowledge of the CAN BUS protocol, and excellent communication skills. Experience with Sales Force and Microsoft Office products is also beneficial.

Greenworks offers a range of benefits for the Senior Technical Service Manager position, including health, dental, and vision coverage, assistance with fertility treatments and adoption, a 401k company match plan, and generous paid time off for sick, personal, and vacation days.

Highlight your previous managerial roles, emphasizing your approach to mentoring and ensuring service quality. Discuss how you handle team dynamics, address challenges, and maintain motivation among technicians.

Reference your knowledge of safety procedures and your experience in developing safety standards. Explain your approach to training technicians on safety protocols and the importance of creating a safe working environment.

Detail specific programs or initiatives you’ve developed in past roles that have successfully improved resolution rates, such as digital training content for technicians or refining repair guides.

Share a specific example where you successfully navigated a complex problem. Emphasize your analytical thinking, teamwork with engineers or product managers, and the final outcome of your efforts.

Discuss how you assess training needs, design engaging content, and implement training programs. Mention any feedback mechanisms you use to continually improve training effectiveness.

Provide an example of a conflict you managed, explaining your approach to communication and resolution. Highlight your emphasis on teamwork and maintaining a positive work atmosphere.

Talk about how updated service manuals lead to more efficient repairs and better technician training. Explain your processes for regular revisions to incorporate new technologies and findings.

Emphasize your commitment to professional growth through industry conferences, workshops, or online courses. Discuss how staying informed allows you to implement best practices and innovations at Greenworks.

Discuss key performance indicators (KPIs) you prioritize, such as first pass yield or customer satisfaction ratings, and explain how you use these metrics to guide your team's performance improvements.

Explain your methods for differentiating training sessions based on technician experience. Mention the use of hands-on training for new technicians while providing advanced resources for more experienced team members.