Senior Manager, Sitework Technical Support & Customer Care - The Toro Company Who Are We? 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. Subsite Electronics, located in Bloomington, MN is a division of The Toro Company. Subsite Electronics provides underground construction professionals the most comprehensive suite of electronic products in the industry, including Horizontal Directional Drilling (HDD) guidance equipment, utility locators, utility inspection systems, and equipment machine controls.   Your Opportunity: The Senior Manager, Technical Support and Customer Care for Sitework Systems Division will oversee a team of technical service representatives who assist dealers and end users with equipment issues, troubleshooting, and training related to compact construction equipment. This role involves managing support operations, ensuring high-quality customer service, and developing training programs to enhance team and customer performance. Sponsorship: Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment VISA at this time. Work Location: This opportunity is based out of Bloomington, MN international headquarters. The current team works 5-days on-site. What Will You Do? In order to grow and build a successful career with The Toro Company, you will be responsible for: + Leadership and Management: Lead and mentor a team of technical service representatives. Manage day-to-day operations of the technical support team. Develop and implement technical service standards and procedures. Coordinate with other departments to ensure seamless service delivery. Ensure warranty claim processing is accurate and consistent across the technical support staff. Ability to outline future strategy and vision on evolving how to support the channel and customers as the division grows and product portfolio expands. + Technical Support: Oversee the resolution of equipment issues and troubleshooting for dealers and end users. Ensure timely and effective responses to customer inquiries and complaints. Monitor and analyze service metrics to identify areas for improvement and communicate information effectively to product and engineering teams for future enhancements. Work with the various international technical support functions to facilitate the flow of information related to product and/or quality issues. Strong technical ability and understanding of equipment, including mechanical and electric. + Training and Development: Develop and deliver training programs for technical service representatives. Ensure team members are knowledgeable about new products and services. Promote continuous learning and professional development within the team. Develop and execute training for dealer service teams on servicing equipment and new products. + Customer Care: Maintain high levels of customer satisfaction through effective support and communication. Gather and analyze customer feedback to improve service quality. Implement strategies to enhance the customer experience. Ensure customer support processes are appropriate and valued by both the dealer and rental channel customers. Serve as key point of contact for large national rental accounts, providing unparalleled service and support. What Do You Need? To be considered for this role, an individual should meet the following minimal requirements: + Bachelor's degree in a related field or equivalent experience required. + 5+ years of experience in technical support or customer care, with at least 3 years in a managerial role. + Strong leadership and team management skills. + Excellent problem-solving and analytical abilities. + Experience with support tools, including ticketing and knowledge management systems. + Exceptional communication and interpersonal skills. Job Dimensions: + Experience in the construction equipment industry preferred + Certifications in relevant technical areas preferred. + Proven track record of improving customer satisfaction and service efficiency. + Occasional travel required, approximate 10% (approximately 6 times per year). + Ability to work in a fast-paced and dynamic environment. What Can We Give You? At The Toro Company, we are always working to make sure our employees know just how valued they are. 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. + Competitive Salary – A reasonable estimate for this opportunity is $135,100 - $168,900 annually. 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. Cash compensation is one piece of our competitive total rewards package. If you need to, you can access your pay early with the One@Work app, formerly the Even app. At The Toro Company, we are committed to fostering a secure and trustworthy recruitment process for our applicants. Recruitment fraud is a potential threat to 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. We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy and related needs and conditions, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees. #LI-Onsite #LI-LVD1