Product Support Specialist - HammerHead

The Toro Company•Lake Mills, WI

9d•$70,000 - $72,000•Onsite

About The Position

The Product Support Specialist will provide technical assistance and support for Cured-In-Place Pipe (CIPP) and other underground technical equipment. This role is highly hands-on, with approximately 75% of time spent performing in-house diagnostics, testing, and repair of equipment, and approximately 25% of time in a desk-based setting supporting documentation, communication, and administrative activities. This role involves troubleshooting, diagnosing, and resolving technical issues, as well as providing training and guidance to customers and field technicians. The position works to provide direct sales support to customers and internal employees through all forms of communication. This requires establishing and maintaining positive relationships with existing and potential customers. The employee must demonstrate a high level of mechanical aptitude and technical expertise related to all segments of our product line, including the ability to diagnose, repair, and validate performance of complex equipment systems.

Requirements

High school or GED equivalent required
A minimum of 2-5 years of prior experience in technical customer service, equipment repair, field service, or a similar hands-on technical role.
Customer-focused with a commitment to providing high-quality support.
Proficiency in using technical support software and tools.
Strong mechanical aptitude with demonstrated ability to diagnose, repair, and rebuild equipment (mechanical, hydraulic, and/or electrical systems).
Maintain a current vehicle operator’s license.
Ability to obtain and maintain an US Passport due to international travel in the future.
Willingness to travel to customer sites as needed. Air and highway travel is expected. Typically, this employee travels less than 10% of their working time.
Ability to lift and carry up to 50 pounds.
Ability to flex schedule for unique customer schedules.
Regular work performed in a shop or lab environment with exposure to equipment, tools, and diagnostic systems.

Nice To Haves

Bachelors or Associates degree in engineering, technical support, or a related field preferred.
Training and experience in sales and marketing and a very high level of technical expertise related to our product line or the underground industry is preferred.

Responsibilities

Provide technical support and troubleshooting for CIPP and underground technical equipment.
Perform hands-on diagnostics, teardown, repair, and reassembly of equipment in a shop environment.
Diagnose and resolve technical issues reported by customers and field technicians.
Conduct root cause analysis on mechanical, hydraulic, and/or electrical failures and implement corrective actions.
Conduct training sessions for customers and internal staff on the proper use and maintenance of equipment.
Collaborate with engineering and product development teams to address recurring issues and improve product performance.
Maintain detailed records of support activities, including issues reported, solutions provided, and customer interactions.
Assist in the development of technical documentation, including user manuals, troubleshooting guides, and training materials.
Rental fleet management including rental and availability, including maintenance readiness and repair turnaround.
Warranty administration management.
Stay up-to-date with industry trends and advancements in CIPP and underground technical equipment.
Create and maintain business relationships with customers.
Assist sales managers in planning and conducting sales training programs, including equipment demonstration, equipment shows, dealership training events and customer delivered training events.
Make presentations to groups of people, including gathering, organizing and effectively communicating technical information about technical systems.