Senior Manager, Sitework Technical Support & Customer Care - The Toro Company

Who Are We?  

With roots dating back to 1914, The Toro Company was built on a tradition of quality and caring relationships. Today, the company is a leading worldwide provider of innovative solutions for the outdoor environment including turf and landscape maintenance, snow and ice management, underground utility construction, rental and specialty construction, and irrigation and outdoor lighting solutions. Through a strong network of professional distributors, dealers, rental stores and retailers in more than 125 countries, we proudly offer a wide range of products across a family of global brands to help golf courses, professional contractors, underground construction professionals, groundskeepers, agricultural growers, rental companies, government and educational institutions, and homeowners – in addition to many leading sports venues and historic sites around the world.

Subsite Electronics, located in Bloomington, MN is a division of The Toro Company. Subsite Electronics provides underground construction professionals the most comprehensive suite of electronic products in the industry, including Horizontal Directional Drilling (HDD) guidance equipment, utility locators, utility inspection systems, and equipment machine controls.   

Your Opportunity:

The Senior Manager, Technical Support and Customer Care for Sitework Systems Division will oversee a team of technical service representatives who assist dealers and end users with equipment issues, troubleshooting, and training related to compact construction equipment. This role involves managing support operations, ensuring high-quality customer service, and developing training programs to enhance team and customer performance.

Sponsorship:  

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment VISA at this time.

Work Location: 

This opportunity is based out of Bloomington, MN international headquarters.   The current team works 5-days on-site.

What Will You Do? 

In order to grow and build a successful career with The Toro Company, you will be responsible for: 

• Leadership and Management: Lead and mentor a team of technical service representatives. Manage day-to-day operations of the technical support team. Develop and implement technical service standards and procedures. Coordinate with other departments to ensure seamless service delivery. Ensure warranty claim processing is accurate and consistent across the technical support staff. Ability to outline future strategy and vision on evolving how to support the channel and customers as the division grows and product portfolio expands.

• Technical Support: Oversee the resolution of equipment issues and troubleshooting for dealers and end users. Ensure timely and effective responses to customer inquiries and complaints. Monitor and analyze service metrics to identify areas for improvement and communicate information effectively to product and engineering teams for future enhancements. Work with the various international technical support functions to facilitate the flow of information related to product and/or quality issues. Strong technical ability and understanding of equipment, including mechanical and electric.

• Training and Development: Develop and deliver training programs for technical service representatives. Ensure team members are knowledgeable about new products and services. Promote continuous learning and professional development within the team. Develop and execute training for dealer service teams on servicing equipment and new products.

• Customer Care: Maintain high levels of customer satisfaction through effective support and communication. Gather and analyze customer feedback to improve service quality. Implement strategies to enhance the customer experience. Ensure customer support processes are appropriate and valued by both the dealer and rental channel customers. Serve as key point of contact for large national rental accounts, providing unparalleled service and support.

What Do You Need? 

To be considered for this role, an individual should meet the following minimal requirements: 

• Bachelor's degree in a related field or equivalent experience required.

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