Field Service Operations Manager

3 months ago

Melbourne, Australia The Toro Company Full time

We are seeking a dynamic and customer-focused individual to join our Equipment team as a Field Service Operations Manager in this newly created role. In this position, you will oversee the consistent and high-quality service delivery across Toro Australia’s equipment service business, while also supporting our dealer network in their pursuit of service excellence. You will be responsible for ensuring adherence to company policies and guidelines, maintaining a strong emphasis on performance targets and divisional objectives, and driving customer satisfaction for Toro Equipment Owners. Success in this role will require collaboration across departments, a commitment to high standards of customer service, and a dedication to continuous improvement.

**What will you do?**
- Consistent delivery of service across all company owned service facilities in conjunction with the regional manager.
- Evaluation and support of Toro Australia’s dealer network service delivery standards.
- Management and development of Service operating systems, as well as development and implementation of safety procedures in conjunction with Toro Australia WH&S representative.
- Maintenance of Product Service maintenance documentation in conjunction with Technical Service teams and Service Managers.
- Roll out of correct warranty process in line with direction from warranty teams and company policy and guidelines.
- Ensuring all documentation is maintained current (i.e. Job cards & invoicing, product history files, TSOS - when implemented, OH&S documentation, site information manual, PDI forms, etc.).
- Coordination of national supplier agreements for service related consumable items and maintenance requirements.
- Benchmarked service standards for all levels of service response. Field Service teams, workshop repairs, advisors and managers.
- Establishing and maintaining relevant process to distribute and maintain service related information, in keeping with the various product models in the state the service center is situated (e.g. Service bulletins, Parts & Operators manuals, Service manuals, Fit-up charts, S.R.T. manuals, Product history files, etc)
- Oversight of service related financial planning and cost management in conjunction with the service manager.

**What do you need?**
- Proven experience in maintaining and repairing a range of turf equipment, recycling machinery, or construction equipment, including tractors, lawn mowers, garden tractors, line trimmers, and golf course machinery.
- Background in the turf industry, turf technician roles, or a similar field.
- Experience in developing and implementing Standard Operating Procedures (SOPs).
- Strong interpersonal and communication skills, with a demonstrated ability to build and maintain effective business relationships with both internal and external stakeholders.
- Exceptional organizational and time management skills.
- Proficiency in computer operations and keyboarding.
- Solid understanding of service standards and Key Performance Indicators (KPIs).
- Valid Australian driver’s license.
- Willingness to travel interstate.
- Potential for international travel with a valid passport or the ability to obtain one as required.

Located at Braeside, VIC #LI-Hybrid #LI - FG1

**Who are we?**

Toro is a leading worldwide provider of innovative solutions for the outdoor environment including turf and landscape maintenance, underground utility construction, rental and specialty construction, and irrigation solutions. You’ll enjoy a workplace founded on ideals. Where people and performance are valued equally. Where ethics are a way of life. Where relationships thrive on trust and respect.

**To apply

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