Technical Service Representative (Ventrac)
Ventrac, a division of the Toro Company, is a growth-oriented company located in Orrville, Ohio. Our team is dedicated to excellence through innovation, a strong work ethic and quality workmanship. Join the Ventrac team who feels passionate about the products we build for commercial lawn care use. We are known for our culture of respect and collaboration, which can be measured by our low turnover, open communication, and the excitement in the air. We believe our employees are truly the most valuable asset. We not only believe that, but we also make decisions that align with that concept. We are dedicated to attracting and developing a diverse team of individuals who are committed to the success of our team at Ventrac.
We invite you to apply and join a team of highly skilled, and highly passionate people.
Position Summary: 2 major functions - technical customer service and warranty claim support.
Technical Customer Service: Provide advanced product support, troubleshooting help and repair advice to dealer & distributor technicians. Candidates must demonstrate outstanding technical customer service and problem-solving skills. It is essential that this person enjoys speaking to people and is comfortable interacting with customers via phone, email and in-person on equipment failures, product complaints and warranty concerns.
Warranty Claim Support: Oversee the WRTV process (Warranty Return to Vendor). Receive and evaluate warranty return parts, find probable cause of failure, return failed parts to supplier for failure analysis, collaborate with purchasing to address supplier part concerns, recommend improvements where needed, process warranty claims.
Cultivate positive and helpful relationships with our dealers & distributors.
Provide advanced technical support, troubleshooting help and repair advice to dealer technicians.
Listen to, give direction and find acceptable solutions for upset and disgruntled customers.
Evaluate failures, determine warranty, find probable causes and decide if further action is required.
Log pertinent call information for tracking and future reporting purposes.
Oversee the WRTV process and assist in warranty claims processing.
Address product concerns or failure trends with the Department Supervisor and other departments as needed
Troubleshoot and repair equipment as needed (in house or at dealer locations)
2+ years’ mechanical experience working on commercial turf or related equipment
2+ years’ experience working in Technical Customer Service in the Equipment Industry
Must have advanced understanding and experience troubleshooting, repairing and diagnosing problems on hydraulic systems, 12-volt electrical systems, mechanical systems and gasoline & diesel engines.
Strong written and verbal communication skills with the ability to communicate in detail and troubleshoot effectively through email using pictures, diagrams and written explanation.
Enjoys speaking and interacting with people at a high technical level.
Ability to maintain composure and communicate effectively with unhappy customers
Strong interpersonal skills – professional, courteous, friendly and helpful
Proven ability to work as part of a team, accept feedback and make necessary changes
Excellent computer and keyboarding skills (Excel, Word, Outlook, and Internet)
Self-motivated with excellent project, time management and organization skills
Physically able to safely operate, work on and repair Ventrac equipment
2+ years of certified training in Ag/Diesel or Sports/Commercial Turf equipment repairs
5+ years of experience troubleshooting and repairing small gasoline and diesel engines
5+ years of experience troubleshooting and repairing hydraulic systems and 12-volt electrical systems
Previous work experience troubleshooting, diagnosing and repairing Ventrac equipment.
Formal Customer Service Training
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.