Field Operations Manager - The Toro Company

The Toro Company • Bloomington, MN

1d • Onsite

About The Position

The Toro Company is seeking a Field Operations Manager to develop, implement, and manage field programs in partnership with channel leadership. This role is responsible for the functional areas of Parts Operations, Service, and Warranty Operations. The Field Operations Manager will assume responsibility for the business execution of channel partners (distributors or dealers) in an assigned region by developing a culture of high customer satisfaction (OSAT/NPS), continuous operational improvement, and market penetration of parts, repair services, and subscription products. This role also involves collaborating across channels to drive the development, adoption, and engagement of new digital products and services, while scoping the operational elements necessary for their maintenance and growth.

Requirements

• BA/BS degree in a business or technical discipline.
• A minimum of 8-years relevant experience, including management of service operations.
• Strong project management skills.
• Strong financial acumen.
• Ability to collaborate and influence at all levels within an organization with a focus on service operational processes.
• Strong written and oral communication skills.
• Experience in the design and presentation of service business and operation models.
• Strong MS Office skills.
• Software as a Service (SAAS) literacy required.
• Must be a self-starter who is able to function with minimal supervision and think strategically.
• Must have the capability to adapt and drive change within TTC and Distribution.
• Availability for domestic and/or international travel (North America Only - travel to Canada and throughout U.S.) required up to 60% of the time.
• Must be able to obtain and maintain an active and valid USA passport and driver's license at all times.

Nice To Haves

• Turf industry experience would be an enhancement to the position.
• Channel management experience.

Responsibilities

• Responsible for meeting and exceeding designated sales volumes and profitability in whole goods, parts and services associated with assigned channel partners.
• Actively engage with tools, products, and platforms to build competency in articulating business strategy and demonstrating practical application for adoption and integration with growth strategies.
• Build sales and operational support materials to drive awareness of products and services offered through aftermarket services.
• Serve as the primary liaison to channel aftermarket service teams, modeling and reinforcing the application and use of products, processes, tools, and programs necessary for aftermarket parts and service strategies.
• Conduct frequent in-market visits, best practice sharing, and business updates with channel partners and customers.
• Develop and administer large-scale assessment tools and programs.
• Provide visibility to performance at both macro and micro levels, ensuring alignment with department and division strategic initiatives.
• Utilize business unit reporting and the enterprise warranty platform to reinforce and monitor channel partner performance against goals/objectives and business expectations related to operational KPIs.
• Reinforce service policies, procedures, and compliance requirements to support the business, developing action plans as needed.
• Develop, lead, and maintain consistent operational improvements and efficiencies across the enterprise and within the channel.
• Design, execute, and measure customer experiences using industry best practices and programming focused on overall satisfaction and net promoter scores (OSAT/NPS).
• Coach, inspect, and drive adoption of parts, service, and digital product marketing programs in partnership with Parts and Product Marketing Management to achieve market share growth.
• Assist with the timely resolution of escalated channel partner and end-customer product and services issues, focusing on customer retention, loyalty, and OSAT.
• Provide operational counsel and lead kaizen activities within the channel focused on improving, optimizing, and transitioning change in core service and parts operations.
• Partner with channel leadership and provide guidance to the Commercial Education and Training Team to develop distributor talent through continuous learning and development of aftermarket leadership and technical teams.
• Actively participate in principal trade association meetings, trade shows, conventions, and TTC business and training events.
• Participate and lead content development and delivery for large-scale business, division, and/or cross-functional meetings.
• Perform other duties as apparent or assigned.

Benefits

• Competitive salary
• Affordable and top tier medical/dental/vision plan
• 401k
• Dress for your day (casual, corporate environment)
• Onsite café serving breakfast and lunch
• Caribou Coffee onsite
• Complimentary use of onsite fitness facility
• Variety of mental health and financial health resources
• 20 hours of paid time to volunteer in the community
• Summer Hours (flexible schedule allowing early departure on Fridays)
• Eligibility to participate in an incentive program based on individual and organizational performance
• Access to pay early with the dailypay app

What This Job Offers

• Job Type: Full-time
• Career Level: Manager