Technical Support Manager, Commercial Turf - Exmark
The Toro Company

Job Info

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Technical Service Manager, Commercial Turf - Exmark

Who Are We?

Exmark, located in Beatrice, Nebraska is a division of The Toro Company. Exmark is the leading manufacturer of commercial mowers and equipment for the landscape professional. Exmark mowers are trusted 2-to-1 over the next best-selling brand of zero-turn mowers by landscape professionals. All Exmark products are designed to help customers increase productivity, while delivering unmatched quality.

It's an exciting time to work at The Toro Company, Exmark Division. Why? If you are a person that likes solving problems for customers, having variety in your work, using your current or learning new manufacturing skills and knowledge, playing an integral part of designing new products or improving existing products, have a natural curiosity about how things work and a desire to learn and grow, this may be the job for you. On top of it, you get to work with a team that has fun working together and learning from one another as you solve problems together.

Office Location:

This role will be full time, on-site at the Exmark Division Headquarters in Beatrice, NE 68310. Remote/Hybrid is not available at this time.

As an Technical Service Manager, Commercial Turf, you will be responsible for leading the Technical Assistance Center (TAC) for The Toro Company's Exmark Division providing technical support for commercial products in the United States and Canada. The TAC team is comprised of a Manager of Technical Service Systems and Technical Service Representatives assigned to various product categories that resolve technical issues with Exmark distributors, direct dealers and end-users. Ensures the TAC team actively advocates for the customer in the timely and effective resolution of technical issues. This team provides technical assistance and input on serviceability, historical technical issues and maximization of distributor set-up time. Manager leads the team in developing innovative approaches that continuously improve the team's capability to meet and exceed customer expectations. Works in partnership with key cross-functional individuals to identify, manage and support the implementation of customer responsive technical service.

What Will You Do?

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

• Performs duties normally associated with supervision including hiring, training, coaching and writing performance appraisals. Assists in managing the department budget. Develops and manages a technical service team that actively advocates for the customer while ensuring product issues are addressed expeditiously. Team members take personal responsibility to guarantee follow through with the customer.
  
• Sets the standard for teamwork and collaboration with other departments, functions and suppliers to ensure that the number one priority is to earn the highest possible customer loyalty. Leads the team in supporting the warranty team with Policy Adjustments and technical advice.
  
• Utilizes a Customer Relationship Management (CRM) system, Sales Force or other, to enter all customer interactions. Innovates and improves organizational structures, processes, tools, skills. Leverages technology to continuously improve customer responsiveness and advocacy while improving team efficiency and productivity.
  
• Develop and implement annual service manager training conference to extend "best practice" of each distributor on a rotational basis at each distributor location.
  
• Implements customer-focused metrics that are constantly analyzed and result in the development of action plans that ensure continuous improvement and Lean principals.
  
• Provides leadership for all technical service support activities including response to customer technical inquiries; preparation of service programs, manuals and bulletins; and teamwork with Distribution and Training organizations to deliver service training schools. Assists in analyzing and evaluating warranty claim data to identify origin of field failures and recommends corrective action.
  
• Works with engineering, test, quality and manufacturing departments to ensure that field problems are resolved in a timely manner. Travel requirement: 15 - 25%.
  

What Do You Need?

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

• A bachelor's degree preferred but not required, in business management, technical field - or applicable equivalent experience.
  
• 6-8 years of applicable Technical Support Services experience.
  
• Mechanical equipment (hydraulic and electrical systems) knowledge
  
• Ideal candidate is a self-starter, who takes initiative and has a strong internal drive to succeed; is able to work with little or no direct supervision.
  
• Preferred candidates will have: Budget management experience; Demonstrated leadership skills; Goal focused with ability to overcome barriers to achieve results; Strong interpersonal skills with proven ability to interact effectively with internal and external customers; and Ability to adapt to and drive change within the organization.
  

What Can We Give You?

At Exmark, we are always working to make sure our employees know just how valued they are. In addition to a competitive salary, an affordable and top tier medical/dental/vision plan, 401k, and many other great benefits - Exmark offers employees a variety of perks, including:

• Dress for your day - We know you're more productive when you're comfortable, which is why employees are encouraged to take advantage of our casual, office-plant blended environment.
  
• Summer Hours - Enjoy a flexible schedule during the summer! By working a little more during the first few days of the week, TTC employees at our Exmark Beatrice, NE location are able to start their weekends early and leave by noon on Friday!
  
• Office Location: Conveniently located at the Exmark Division Headquarters in Beatrice, NE 68310.
  
• Wellness- In addition to physical wellbeing, TTC offers a variety of mental health, financial health, and other types of resources to every full-time employee.
  
• Growth Opportunities - TTC prides itself on giving our employees the chance to grow their careers. Tuition reimbursement, opportunities to move into new areas of interest, and promotion opportunities are a few examples.
  
• Competitive Salary - Salary will be determined by experience and qualifications. If you need to, you can access your pay early with the EVEN app.
  

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-Onsite #OFCE

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