Golf Irrigation - Field Service Manager EMEA
The Toro 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 speciality construction, and irrigation and outdoor lighting solutions.
At Toro U.K. Limited, a leading manufacturing company based in Spellbrook near Bishop's Stortford, we are currently seeking an experienced individual to join our Field Service Team where they will provide product support & customer care to our distributor network throughout EMEA in the Golf Irrigation sector.
Major Function
Supporting Toro distributors, the primary roles of EMEA Field Service Manager are:
· To ensure that any reported or known technical issues within the region are addressed in a professional and timely manner to the satisfaction of the customer.
· To ensure that Toro irrigation products within the region are correctly installed and set to work in accordance with Toro specifications, guidelines and instructions.
· To ensure the provision of correct end-user training to allow for the basic operation and maintenance of the irrigation system along with the transition of central control customer care to NSN.
Maintaining relationships with Toro Area Sales Managers, NSN, distribution Sales and technical staff as well as contractors & installers, supporting all activities to ensure that the service role is visible to all and in particular the end-user.
Recognise the differing abilities, needs, requirements & financial limitations of EMEA distributors serving mature and emerging markets and strives to ensure that Toro customer care is delivered with consistency and excellence.
Duties & Responsibilities
- Receives work direction from EMEA Irrigation Manager or other designated leader
- Pro-actively represent Toro Irrigation Customer & After Sales Care throughout EMEA. Develop, plan & co-ordinate in market strategy to ensure the sustainability of this core Toro requirement in harmony with NSN.
- Monitors and defines installation best practices with distribution & contractors in accordance with Toro guidelines & specifications.
- Service responsibilities include supporting all Toro irrigation products including various partner products.
- Responsible for interfacing with Toro and distributor sales & service personnel for reporting and resolution of product-related issues.
- Responsible for developing, monitoring and reporting of new product test sites.
- Management responsibilities include participation in and support of local distributor activities that will increase the demand for Toro Irrigation products.
- Account responsibilities include gaining distributors commitment to service activities.
- Reporting responsibilities include Toro products [feedback on market conditions, emerging industry trends, short & long term business forecasts and new product opportunities] and competitors’ products [competitive activity, strategy, NPI’s] and their impact on the market.
- Seeks to influence specification as support duties permit.
- Performs any other duties as required to carry out the essential duties described above.
- Performs other special assignments and duties as may be required or defined by the EMEA Irrigation Manager
Reporting
Trip, Visit or Site Reports - captures all relevant distributor, contractor customer or influencer meetings with a detailed follow up written report, memo or structured email.
Utilise company CRM (Salesforce) to manage:
- Project Monitoring
- Accounts
- Contacts
- Summaries
- Trip Reports.
Produces simple weekly call log & schedule/forecast in MS Outlook shared calendar.
Maintain, monitor & progress all reported & self-generated works on a workload report.
Produce monthly summary report & quarterly overview by area.
Develop and maintain competitive technical support data for the area along with general market intelligence.
Produces occasionally specific reports requested by sales management & marketing.
Plans own workload & movements as dictated by market/customer demands.
Maintains and operates within defined budgets for T&E and Project support.
Working Relationships
Develops strong & trustful relationships with customers/end-users
Develops strong & trustful relationships with distribution
Establish and maintain a professional ‘team’ relationship with Toro Area Managers in support of shared responsibilities and goals within the region.
Assist where required with specification efforts led by Area Sales Managers.
Develop strong communication with all appropriate personnel in Toro including other Service, NSN and Area Managers & Marketing personnel.
Job Dimensions
Responsibility: EMEA.
Language Skills – Bi-lingual capability necessary; English & second fluent language for market assigned.
An organized, pro-active and responsibility orientated ‘hands-on’ technician with a strong bias towards customer service and after sales care.
Must be a self-starter and be able to function with a minimum amount of supervision
Manage workload & activities within annual Travel & Expenses budget.
Travels 75% - hours will be defined as those required to carry out the duties/objectives of the trip.
Will be home based, (BUT MUST BE BASED IN THE UK ONLY) with own office. Standard office hours are defined as 08.30 - 17.00 Monday to Thursday; and 08.30 - 16.30 Friday.
Specifications
Education – Bachelor of Science degree or equivalent technical qualification.
Experience – 5 years irrigation industry experience in technical sales/service.
Electrical & electronic troubleshooting ability, sound knowledge of pipework & hydraulics and site installation practices. Good to advanced computer knowledge, capable of operations & troubleshooting.
Strong speaker/platform skills: ability to provide technical assistance to distributors, improve sales skills and improve base of industry knowledge.
Good to advanced PC skills & competent use of Microsoft Office programs (word, excel, PowerPoint).
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to effectively explain product functions, maintain and develop long-term professional business customer relationships.
Develop professional contacts throughout the region by participating in industry associations, supporting education programs & supporting distribution at trade shows.
Attends internal training events to maintain expertise and skills as required for products and sales. Monitors own level of knowledge and through the Company processes, takes responsibility for their own learning & training plan.
Reflects and demonstrates Toro People & Performance values within their work ethic, as defined and measured within the company Pride In Excellence development scheme.
Full driving license & ability to travel internationally on a regular basis.
Interested candidates please apply with your CV and cover letter, availability and your salary expectation.
No Agencies please
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Employee discount
- Work from home
Language:
- English and a second fluent language (required)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: Remote
