Representative, Technical Service
At the Toro Company's corporate headquarters in Bloomington, Minnesota we pride ourselves in being an industry leader for outdoor environment products. These markets include turf and landscape maintenance, snow and ice management, underground utility, specialty construction, and irrigation and outdoor lighting solutions. Our teams at this location take pride in being on the cutting edge of creating innovative products while partnering with world-class employees that bring passion to their everyday work. This is a location that truly values its employees with upward career mobility and advancement opportunities.
We invite you to become part of our team!
Support industry-leading products that leverage innovation and technology to enhance productivity for our customers. Respond to and resolve technical inquiries quickly and accurately along with performing technical research to quickly identify product issues, and provide technical product support. Partner with our distributor, dealer, mass merchant, or end customer service channel to deliver customer focused operational excellence and be an advocate for product quality.
Job Duties & Responsibilities*: (6-8 bullet points of responsibilities conducted on a regular basis)
Product Issue Support: 60% of Role
Respond to distributor, dealer, mass merchant, or end customer technical and quality inquiries/issues/complaints from a variety of sources (phone, electronic case submissions, emails, etc.) and resolve these issues by involving and collaborating with others as needed to implement quick and accurate solutions.
Leverage and drive digital and technological transformation in service support activities by utilizing current and future technologies to gain efficiencies in technical support (i.e. augmented reality/virtual reality (AR/VR), wearables, Machine to Machine (M2M) communication, diagnostic tool advancement, telematics, etc.).
Assist our service channel with our newest technology in the areas of global positioning systems (GPS), electronic engine/systems (Tier 4), Controller Area Network (CAN) controls, hybrid technology, autosteer technology, remote diagnostic systems, lithium-ion batteries, and more.
Document all issues and complaints via case management system and standard operating procedures.
Technical Communications and Manuals: 5% of Role
Create and publish technical service bulletins and alerts
Perform technical publication reviews (service manuals, diagnostic manuals, operator’s manuals, etc.)
Support fault code diagnostic test development and implementation
Support the development and implementation of technical videos for both training and technical reference
Document field support visits to address quality and training issues
Technical Training Support: 5% of Role
Provide subject matter input for technical training development (eLearning, hands-on training, customer training packages, webinars)
Conduct and support hands-on technical training events (factory training)
Support Technical Assistance Center (TAC) and inter-departmental events (schools, seminars) by providing technical support and presence as a subject matter expert.
New Product Development: 5% of Role
Actively interface with internal cross functional groups including sales, field operations, engineering, marketing, quality assurance and manufacturing to address technical issues during new product development and aftermarket support.
Support new product development teams to ensure that product service issues and design for serviceability (DFS) needs are listened to and acted upon.
Ensure all service assets and training are completed for product release
Customer Relations: 15% of Role
Support, advocate and provide a strong customer orientation. Build strong relationships with distributor, dealer, mass merchant, or end customer personnel such as service technicians, shop foremen, service managers, sales representatives and end-user customers.
Conduct field support visits to support quality issues and escalated product issues
Review and adjudicate after warranty support and policy exception requests
Quality Support: 10% of Role
Analyze product complaints/case data/warranty data in order to identify trends and issues and recommend countermeasure action(s). Drive action with product teams in prioritizing issues and creating and executing resolution plans.
Pursue and maintain technical knowledge in areas such as M2M, GPS, wireless, hybrid, and other technologies, along with an in-depth understanding of how these technologies interact with Toro equipment.
Support on-going process and lean improvements to deliver higher value to internal and external customers.
Other assigned tasks as necessary.
Bachelor degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis (preferred) or technical school graduate in automotive, heavy construction/truck technology, robotics, hydraulics.
Entry level experience (0 to 2 years)
Must possess a high degree of technical aptitude in technologies such as: electrical, electronic control systems, CAN, hydraulics, diesel and gasoline engines, drivetrain systems, hybrid technology, global positioning systems and augmented/virtual reality (AR/VR).
Customer support experience necessary with a proven ability to listen and empathize appropriately with customers as well as communicate effectively with both technical and non-technical individuals. Experience in a distributor or dealer channel environment preferred.
Demonstrated ability to identify and resolve problems in a timely manner.
Ability to build strong relationships with customers and peers
Time management, multi-tasking and organizational skills/experience required. Must have the ability to work in a fast paced, high demand problem solving environment with the ability to meet and/or negotiate timelines as necessary.
Proficient at reading specifications or technical documents and electrical/hydraulic schematics.
Experience in the areas of fleet equipment maintenance, reel and rotary mower theory, sprayers/chemical application, aerification, and turf grass maintenance practices is preferred.
Proficient in use of computer applications, including Microsoft Office software suite.
Multi-lingual skills highly preferred
Other Job-Related Components:
Directly impacts customer care and organizational excellence at the distributor, dealer, mass merchant, or end customer level in meeting the Customer Satisfaction Index with a rating of more than 9.0 (CSI 9+) along with Fix it Right the First Time, Meet Promise Date, Turnaround Time and Defects Per Unit (DPU) metrics.
Close interaction with the business channel along with internal stakeholders such as Customer Care, Training, Engineering, Marketing, Sales, Manufacturing, Sourcing and others. Empowered to make support decisions that result in equitable solutions for the channel and internal stakeholders.
Accountable for Technical Assistance Center service and quality metrics/goals.
Travel as required which ranges from 20-60% along with appropriate expense reporting duties.
We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.