Senior Quality Customer Support Specialist - The Toro Company

Senior Quality Customer Support Specialist

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, requiring technical proficiencies and mechanical aptitude. 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 onsite at MTI Distribution in Brooklyn Center, MN. Fully remote is not available at this time. May require occasional travel to other company sites, distribution centers, or supplier locations.

Key Responsibilities:

• Maintain on-site presence or regularly scheduled preventive visits to the Customer.
• Review packaging, handling, and setup 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, leveraging technical proficiency and mechanical aptitude.
• 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.

To be considered for this role, an individual should meet the following minimal 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, mechanical aptitude, strong communication skills, and a customer-centric approach.
• Skills:
• 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.

Preferred:

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

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.
• Wellness - 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 salary estimate is $90K - $97,700 for this opportunity. 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 Daily Pay app.

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.