Manager, Customer Care & Technical Services - The Toro Company

The Toro Company • Riverside, CA

8d • Onsite

About The Position

The Toro Company has an opening at its office in Riverside, California, for a Manager, Customer Care & Technical Service position. This role involves managing specific product categories to maintain existing markets and identify future product development and growth opportunities. The position drives new product development, establishes technical product specifications, and coordinates activities with internal teams and external partners. It also provides input into internal development projects, assists in planning sales volume, profit contribution, and ROI, and directs administrative activities related to product manufacturing or service provision. The role requires maintaining technical data and support materials for distributors and end-users, leading after-sales support and customer care processes, and administering the existing product line with monthly audits of sales volume and profits. It defines requirements for new products based on field input, coordinates with R&D and manufacturing, and executes divisional product development plans, including setting specifications, establishing cost goals, and monitoring engineering projects. The position also involves developing or implementing product-marketing strategies, providing expert assistance with telematics and automation systems (Lora, GPS, GPRS, Wi-Fi), and utilizing advanced data analytics, Power BI, Tableau, Python, SQL, and machine learning techniques for AI-driven customer care solutions. Additionally, it includes developing new product launch materials, sales collateral, training resources, maintaining competitive evaluations, administering product training, and maintaining technical publications. The position requires 5% travel.

Requirements

• Master’s degree in Business Administration, Business Analytics, or Marketing.
• At least 2 years of experience in a product management role.
• At least 2 years of experience in the agriculture industry and agricultural product development.
• At least 2 years of experience managing cross functional teams.
• At least 2 years of experience in Power BI, Tableau, Python, and SQL.
• At least 1 year of experience in product or sales management within the drip irrigation industry.
• At least 1 year of experience in data analysis and machine learning.

Responsibilities

• Manage specific product categories to maintain existing markets, while also identifying future product development and growth opportunities related to the core products.
• Drive new product development within this product group, establish technical product specifications, coordinate and track all activities with internal and with outside partner suppliers.
• Provide input into internal development projects and assist in planning sales volume, profit contribution and ROI.
• Direct administrative activities directly related to making products or providing services.
• Maintain technical data and support materials to assist distributors and end-users to provide input into development of marketing support materials.
• Lead and enhance after-sales support and customer care processes to ensure a superior customer experience.
• Administer and maintain the existing product line; perform monthly audits of sales volume and profits to identify areas for improvement.
• Define requirements for new products based on field input from distributors, sales force, and installers.
• Coordinate with R&D and manufacturing to ensure products meet expectations.
• Execute divisional product development plans, set specifications, establish cost goals, and monitor engineering projects.
• Develop or implement product-marketing strategies.
• Provide expert assistance with telematics and automation systems, including Lora, GPS, GPRS, and Wi-Fi technologies.
• Utilize advanced data analytics to improve customer care processes.
• Develop actionable reports using tools like Power BI or Tableau.
• Implement machine learning techniques (classification, decision trees, regression) to enhance customer solutions and improve decision-making.
• Utilize Python for algorithms and workflows, SQL for data manipulation, and develop optimization models.
• Apply supervised and unsupervised machine learning for AI-driven customer care solutions.
• Develop new product launch materials, sales collateral, training resources, and maintain competitive evaluations.
• Administer product training and maintain technical publications.

Benefits

• medical
• life insurance
• 401(k)
• disability
• paid sick leave
• paid national holidays
• paid vacation

What This Job Offers

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