Field Operations Manager - The Toro Company

Field Operations Manager

With emphasis on channel partner health, market share growth (in a mature market), and sustainable profitability; as a Field Operations Manager you will develop, implement, and manage field programs in partnership with channel leadership responsible for the functional areas of the business unit Parts Operations, Service and Warranty Operations. Assumes responsibility for the business execution of channel partners (distributors or dealers) in an assigned region by developing a culture of 9.0+ Overall Satisfaction (OSAT) / Net Promoter Score (NPS) customer satisfaction, continuous operational improvement and market penetration of parts, repair services and subscription products. Works collaboratively across channels to drive the development, adoption and engagement of new and innovative digital products and services in the market while scoping the operational elements necessary to maintain and grow the value propositions.

What Will You Do?

• Responsible for meeting and exceeding designated sales volumes and profitability in whole goods, parts and services associated with assigned channel partners.
• Actively engage with the tools, products, and platforms to build the competency necessary to articulate the business strategy and demonstrate the practical application to drive adoption and integrate with growth strategies. Build sales and operational support materials designed to drive awareness of the products and services offered through aftermarket services.
• Build sales and operational support materials designed to drive awareness of the products and services offered through aftermarket services.
• Primary liaison to the channel's aftermarket service teams modeling and reinforcing the application and use of products, processes, tools, and programs necessary to execute and grow the aftermarket parts and service strategies.
• Frequently scheduled contact through 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 a macro and micro level ensuring alignment with the department and divisions strategic initiatives.
• Use business unit reporting and enterprise warranty platform to reinforce and monitor channel partner performance against goals/objectives and business expectations as it relates to operational KPIs.
• Reinforce service policies, procedures and compliance requirements to support the business. Develop action plans as needed.
• Develop, lead and maintain consistent operational improvements and efficiencies across the enterprise as well as within the channel.
• Design, execute and measure "best in class" customer experiences using industry best practices and programing that focuses on overall satisfaction and net promote scores (OSAT/NPS.)
• Coach, inspect and drive adoption of parts, service and digital product marketing programs in partnership with Parts and Product Marketing Management delivering market share growth in key categories.
• Assist with the timely resolution of escalated channel partner and end-customer product and services issues with a primary focus on customer retention, loyalty and OSAT.
• Responsible for providing operational counsel and leading kaizen activities (within the channel) focused on improving, optimizing, and transitioning change in the core areas of service and parts operations.
• Partner with channel leadership and provide guidance to the Commercial Education and Training Team to develop and advance distributors talent bench through continuous learning and development of aftermarket leadership and technical teams building the aptitude and competencies necessary to lead, support and repair technically advanced products.
• 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.
• Other duties as apparent or assigned.

What Do You Need?

• Position requires the level of educational development normally acquired through completion of a BA/BS degree in a business or technical discipline
• A minimum of 8-years relevant experience, including management of service operations.
• Must possess strong project management skills, financial acumen and have the ability to collaborate and influence at all levels within an organization with a focus on service operational processes.
• Strong written and oral communication skills and experience in the design and presentation of service business and operation models a must.
• 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.
• Turf industry experience would be an enhancement to the position.

Preferred:

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

Other Job-Related Components:

• Position is responsible for influencing the operational support and business performance of the North American Parts and Service independent channel.
• Must have the availability for domestic and/or international travel, (North American Only - travel to Canada and throughout U.S.) required up to 60% percent of the time, along with appropriate expense reporting duties. Must be able to obtain and maintain an active and valid USA passport and driver's license at all times.
• Frequent collaboration with TTC Service, Enterprise Operations, enterprise quality management, Parts Marketing, Product Management Sales, Engineering, Distributor Development and Legal departments.
• This position will be onsite in Bloomington, MN at our Corporate headquarters 5 days a week when not traveling.

What Can We Give You?

• 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.
• Location Conveniently located near both St. Paul and Minneapolis, we are centrally located for most commuters!
• Food - Take advantage of our onsite caf, 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 wellbeing, 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 The pay range takes into account skills, experience, education, and location. It is not common to be hired at or near the top of the range; compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the annual pay range is between $105,000-$125,000?. Cash compensation is one piece of our competitive total rewards package. You may be eligible to participate in an incentive program, which rewards employees based on individual and organizational performance. Eligibility and award amounts are determined by company policy and performance metrics. If you need to, you can access your pay early with the dailypay app.

At The Toro Company, we are committed to fostering a secure and trustworthy recruitment experience for our applicants. Recruitment fraud is a growing concern for job seekers, so please be aware that throughout our recruitment process, you'll never be required to pay any fees or disclose personal financial details when applying to TTC opportunities. All legitimate job opportunities must be applied for directly through our official careers page at jobs.thetorocompany.com or via Workday, our applicant tracking system.

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non-merit factors. We are committed to creating a welcoming environment for all employees.