Job Responsibilities

Empower and support team to perform responsibilities for a variety of roles. Maintain focus on team morale and change/improvement management. Oversee 3rd party customer care center relations, managing call escalations, providing IPLs or Manuals, and offering SOPs for process support. Manage 3rd distributor relations to facilitate a service network with warranty approvals, IPLs, and spare parts support for repairs. Develop and update product troubleshooting and warranty process SOPs. Create advanced troubleshooting and repair guides for service centers, agents, and customers. Review and revise technical documents including illustrated product listings, owner's manuals, and product bill of materials. Report product issues to manufacturing. Supervise spare part inventory inspections. Manage in-house rework of products and spare parts.

Job Requirements

3+ years customer / technical service in supervisory role in lawn and garden tools. Strong verbal, written, and analytical skills. Ability to communicate with associates, customers and management. Working knowledge of Microsoft Word, Excel, PowerPoint and Outlook. Working knowledge of CSR software (FreshDesk a plus). Working knowledge with operating system software (Oracle a plus).

Required Languages

English