Technical Service Coordinator

Atlanta GA Full-Time - Onsite/Hybrid - 3-6 years experience

Greenzies mission is to free humans from manual labor. Were starting with the hardest tasks first highly repetitive outdoor work in the green industry: lawn maintenance turf mowing and landscaping. We build technology that enables a robotic workforce deployed and working in the real world now.

Greenzie is looking for a Technical Service Coordinator to join our team in our Atlanta office. This person will be on the front line of helping customers successfully operate and maintain Greenzie-powered autonomous equipment in the field.

This is not an engineering position but it is a technical position. The ideal candidate is comfortable understanding technical information asking the right questions gathering the right data and translating information between customers technicians and Greenzies engineering team. You do not need to solve every technical problem yourself you need to make sure the right information gets to the right person and that the issue continues moving toward resolution.

This is not a traditional help-desk role. It is a technical customer support and case-management position. Success means taking ownership of dealer service issues coordinating the people information and parts required to resolve them and relentlessly driving each case to closure.

Most importantly we are looking for someone who likes working with people. You should be comfortable spending a meaningful portion of your day talking with customers and technicians on the phone. Customer interaction should be something that gives you energy rather than something you avoid.

We exist to make our customers successful. Join our Team and get relentless about Customer Success.

As a Technical Service Coordinator you will:

• Serve as a primary point of contact for customers and dealer service technicians needing technical assistance with Greenzie-powered equipment.
• Communicate regularly with customers and dealers by phone text email and support ticket.
• Be comfortable picking up the phone calling a customer or dealer and working through an issue rather than relying exclusively on email or messaging.
• Listen carefully to customers ask effective troubleshooting questions and collect the technical information necessary to understand and properly escalate an issue.

Troubleshoot problems remotely by asking questions gathering evidence guiding customers and technicians through diagnostic steps and narrowing down possible causes.

Break complicated problems into smaller testable steps and use evidence to determine the most likely root cause rather than jumping to conclusions.

• Translate customer descriptions and field observations into clear actionable technical information for Greenzie engineers and other internal teams.
• Translate technical responses from engineering into clear understandable instructions for customers and maintenance personnel.
• Manage multiple open support tickets simultaneously while maintaining attention to detail and clear ownership of next steps.
• Take ownership of tickets from initial escalation through resolution and maintain a strong sense of urgency around getting issues closed.
• Proactively follow up with customers and internal team members rather than allowing tickets to sit idle waiting for someone else to take action.

Maintain a clear next action responsible party and expected completion date for every open support ticket.

Actively manage dealer repairs as time-sensitive projects coordinating the dealer customer Greenzie technical resources and any other parties required to move the repair to completion.

Track parts required for open repairs including when parts are ordered expected delivery dates receipt by the dealer installation status and post-repair validation.

Proactively follow up with dealers after parts have been delivered to ensure repairs are scheduled and completed promptly rather than allowing a ticket to remain open indefinitely.

Monitor ticket age and repair timelines identify cases that have stalled or are at risk of becoming overdue and take action to get them moving again.

Escalate blocked or aging cases when necessary while retaining ownership of the overall case until the repair has been completed and verified.

Confirm that repairs have been completed verify the equipment is operating properly document the final resolution and formally close the ticket.

• Maintain accurate ticket notes troubleshooting history customer communications and resolution information.
• Recognize when an issue requires escalation and quickly get the appropriate technical resource involved.
• Identify recurring problems and communicate trends to engineering product and operations teams.
• Help develop and maintain technical support documentation troubleshooting guides FAQs and other customer-facing materials.
• Write and publish clear professional service bulletins explaining technical issues corrective actions maintenance procedures and product updates.
• Assist in developing technical training materials for dealers technicians maintenance personnel and customers.
• Help conduct technical training sessions webinars or other customer education when appropriate.
• Work closely with Engineering Product Operations Account Management and other teams to improve the overall customer experience.
• Participate in daily stand-ups Customer Success meetings retrospectives and other cross-functional meetings.
• Build a great company: we are an open book and share the experience of building a company from engineering and customer support to sales and marketing. You can participate and learn all aspects of the business.

As a candidate you already have:

• Excellent verbal communication skills and genuine comfort speaking with customers and technicians on the phone throughout the day.
• A personality that enjoys interacting with people solving customer problems and building relationships.
• Strong technical aptitude and the ability to understand technical systems without necessarily being the engineer responsible for designing or repairing them.
• The ability to ask logical structured questions to gather the information necessary for technical troubleshooting.
• The ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Excellent organizational skills and a demonstrated ability to manage multiple open issues projects or customer requests simultaneously.

Strong project-management and case-management skills including the ability to establish priorities track dependencies manage follow-up dates and keep multiple repairs progressing simultaneously.

A disciplined approach to follow-through: you keep track of commitments parts orders promised callbacks dealer actions and internal deliverables without allowing open items to get lost.

The judgment to recognize when a case is not progressing on the expected timeline and the initiative to intervene follow up or escalate before the customer has to ask for an update.

• A strong sense of ownership if a ticket is assigned to you you want to see it resolved and closed.
• The ability to prioritize urgent issues while continuing to move less urgent issues forward.
• Strong written communication skills and the ability to create clear concise technical documentation.
• Strong attention to detail particularly when documenting customer issues and technical information.
• Comfort working with ticketing CRM or customer-support software.
• The ability to work effectively across engineering operations sales and customer-facing teams.
• A willingness to learn new technology and become knowledgeable about autonomous equipment robotics software and commercial outdoor power equipment.
• Comfort working in a fast-moving startup environment where responsibilities may extend beyond a narrowly defined job description.

You do not need to be an engineer or have a formal technical degree. We care more about how you think: curiosity logical troubleshooting persistence communication and a genuine desire to understand how things work.

An engineering degree is not required. We care more about technical aptitude communication ability organization curiosity and your ability to take ownership of customer problems.

You might also (nice-to-have):

• Have worked in automotive powersports outdoor power equipment industrial equipment IT support field service or a similar environment.
• Have experience diagnosing electrical or mechanical problems using tools such as a multimeter wiring diagrams service manuals or diagnostic software.
• Have experience with robotics Arduino Raspberry Pi home automation RC vehicles gaming PCs or similar technology.
• Have experience with Linux Windows networking command-line tools hardware diagnostic tools or similar technology.
• Have built repaired or tinkered with computers electronics vehicles machinery or other technical equipment as a hobby.
• Have experience troubleshooting computers software networking or other technology.
• Have experience in technical support field service customer success service coordination or technical account management.
• Have worked with mechanical equipment electronics robotics automotive equipment commercial outdoor power equipment or other technically complex products.
• Have experience supporting technicians dealers distributors or field-service organizations.
• Have experience writing service bulletins technical manuals troubleshooting guides knowledge-base articles or training materials.
• Have experience developing or delivering technical training.
• Understand basic networking software electrical mechanical or diagnostic concepts.
• Have experience with Jira Zendesk Salesforce HubSpot or similar ticketing/CRM systems.
• Youve mowed a lawn or two.
• Appreciate a results-based startup culture.

The benefits we offer to full-time employees:

• Equity
• Employee Health Benefits: Medical Dental Vision with options for HSA
• 401K matching
• Short-Term and Long-Term Disability
• Any hardware you need: MacBook Pro Sure. Slick ThinkPad running Ubuntu You got it.
• A transparent entrepreneurial startup culture where you can participate in building all aspects of the company.