Field Service Operations Manager

7 days ago

Melbourne, Victoria, Australia The Toro Company Full time

About The Role

We are seeking a highly skilled and experienced Field Service Operations Manager to oversee the consistent and high-quality service delivery across Toro Australia's equipment service business.

As a key member of our team, 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.

Your Key Responsibilities

  • 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.

About You

To succeed in this role, you will 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.

About The Company

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, and where relationships thrive on trust and respect.

Salary: $85,000 - $110,000 per annum + benefits

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