Senior Quality Customer Support Specialist

Senior Quality Customer Support Specialist - The Toro Company

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa, regardless of expiration date, now or in the future.

With roots dating back to 1914, The Toro Company was built on a tradition of quality and caring relationships. Today, the 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 specialty construction, and irrigation and outdoor lighting solutions. Through a strong network of professional distributors, dealers, rental stores and retailers in more than 125 countries, we proudly offer a wide range of products across a family of global brands to help golf courses, professional contractors, underground construction professionals, groundskeepers, agricultural growers, rental companies, government and educational institutions, and homeowners – in addition to many leading sports venues and historic sites around the world.

The scope of this role covers both Commercial G&G and 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.

• This is a hands‑on role, requiring technical proficiency and mechanical aptitude.
• 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,…