Field Operations Manager - The Toro Company

About this role

Who Are We? The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world-class equipment to help maintain the environment that we love, while putting an emphasis on giving back to the communities that surround us. From residential lawns and gardens, to venues such as St Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in. With 100 years of operation under our belt and a healthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career. 

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.

• 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.

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