Senior Quality Customer Support Specialist - The Toro Company

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.
• Cookordinate 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.
• Aid 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.

Qualifications

• 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.
• 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.

Benefits

• Competitive Salary– A reasonable salary estimate is $90K - $97,700 for this opportunity.
• Full range of benefit options including competitive salaries, 401(k)s, paid vacation days, and more.