Senior Quality Customer Support Specialist - The Toro Company

The Toro Company•Bloomington, MN

1d•Onsite

About The Position

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. The scope of this role covers both Commercial G&G as well as L&C Pro. The Customer Support Specialist provides on-site support at The Toro Company customer location regarding product quality issues. The CSS acts as a vital liaison between the customer and the company, focusing on enhancing customer satisfaction, product quality, and continuous improvement. The goal is to share accurate and timely information on quality issues with the Toro manufacturing facility, supplier quality, design, and customer care teams. The CSS will follow up on the CAPA process by containing the product's pipeline, sharing corrective actions with the customer, and arranging for the expedition of certified material or units. If the defects are “customer liability” or “not verified,” the CSS will assist the customer/TTC towards resolution. This role will be based at the Bloomington, MN Toro's International Corporate Headquarters. Fully remote is not available at this time. This role will require 5-days on site during training. May require occasional travel to other company sites, distribution centers, or supplier locations.

Requirements

High School Diploma or GED equivalent required.
4-5+ years of experience in customer service, field related technical support, quality assurance, or quality engineering roles, preferably in operations, supply chain, or technical design capacity.
The role requires a combination of technical proficiency, strong communication skills, and a customer-centric approach.
Quality focus and problem solving: Strong understanding of quality assurance principles and practices, with a commitment to delivering high-quality support.
Technical Skills: Proficient in troubleshooting technical issues; familiarity with relevant technologies and tools.
Communication skills: Excellent verbal and written communication skills; ability to explain complex concepts clearly to non-technical users.
Intermediate competency level in MS Office
Customer-oriented: Strong customer service orientation with a passion for enhancing customer satisfaction.
Analytical Skills: Ability to analyze data and feedback to identify improvement opportunities.
Team Player: Collaborative mindset with the ability to work effectively across departments.
Maturity: Ability to maintain composure during stressful situations remains focused on the ultimate objective.
Must possess good decision-making abilities.
Ability to use instruction, training, and analytical skills to resolve issues.
Empathy, Patience, Tenacity, and Adaptability.

Nice To Haves

Bachelor’s degree in engineering preferred or a related field (or equivalent experience)

Responsibilities

Maintain on-site presence or regularly scheduled preventive visits to the Customer.
Review packaging, handling, and installation of TTC product at the Customer site.
Issue internal TTC CAPA (using the internal TTC CAPA tool) and maintain communication between the Customer and TTC until issue is resolved.
Coordinate sorting and containment activities and expedite return of samples.
Conduct first level investigation on Customer-identified quality issues including packaging/handling.
Share quality response and corrective actions from TTC with the customer.
Help analyze quality performance data and review with the Customer.
Assist in developing and conducting customer training requirements in conjunction with TAC.
Be informed of product warranty issues and participate in warranty improvement activities.
Maintain good working relationship with the Customer, have a basic understanding of the Customer’s culture as well as promote WE ARE ONE Toro in the eyes of the Customer.
Visit TTC facilities to review corrective actions, new products, and processes.
Be prepared to travel for up to one week per month with 2 days’ advance notice to assist in problem identification and resolution (i.e. TTC factories, TTC Bloomington, Distributors, Customers, Field Follow and Field Focus)
Support launches of new products as well as product and process changes at the Customer site.
Document and share best practices and lessons learned to contribute to the knowledge base.

Benefits

In addition to a competitive salary, an affordable and top-tier medical/dental/vision plan, 401k, and many other great benefits - The Toro company offers employees at our Bloomington, MN HQ location a variety of perks, including:
Dress for your day - We know you're more productive when you're comfortable, which is why TTC employees are encouraged to take advantage of our casual, corporate environment.
Food - Take advantage of our onsite café, which serves both breakfast and lunch. With a Caribou Coffee attached, you can grab a snack and a coffee at any time during your day.
Wellness - The Toro Company’s HQ offers complimentary use of our onsite fitness facility to employees. In addition to physical well-being, TTC offers a variety of mental health and financial health resources to all employees.
Volunteerism - The Toro Company is proud to provide employees 20 hours of paid time to volunteer` in the community.
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 Bloomington HQ are able to start their weekends early and leave by noon on Friday.
Competitive Salary – A reasonable salary estimate is $90K - $97,700 for this opportunity.
If you need to, you can access your pay early with the Daily Pay app.

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