Service Rep II, Mechanical & Technical Writing - The Toro Company

The Toro Company • Bloomington, MN

9d • $80,000 - $87,000 • Hybrid

About The Position

Service Rep II, Mechanical and Technical Writing - The Toro Company Sponsorship: 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. Who Are We? 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. Your Opportunity: 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. Work Location / Other Components: This role will be based at the Bloomington, MN Toro's International Corporate Headquarters. Fully remote is not available at this time. This role will require 5-days on site during training. After training, the current team works 3-days on campus, with optional 2-days remote. (Team Culture: No remote on Mondays, and a max of two Fridays a month). Directly impacts customer care and organizational excellence at the distributor, dealer, mass merchant, or end customer level. 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 Service Center service and quality metrics/goals. May require occasional travel to other company sites, distribution centers, or supplier locations. Travel as required which ranges from 10-20% along with appropriate expense reporting duties.

Requirements

• High School Diploma or GED equivalent required.
• Experience or training in engineering or technical fields such as mechanical, electrical/software, manufacturing, automotive, robotics, hydraulics, or heavy equipment.
• Technical writing and communication skills.
• Learn complex technologies relatively quickly.
• Explain complex technologies in useful ways for the target audience.
• Wield strong interpersonal skills.
• Three plus years of technical/customer facing experience.
• High degree of technical aptitude in technology areas such as: electrical, electronic control systems, CAN, hydraulics, diesel and gasoline engines, drivetrain systems, hybrid technology, preferred.
• Demonstrated competencies in Hybrid Technology, Hydraulic Technology, Electronic Control System Diagnostics (Yanmar, ToroDIAG, Kubota)
• Demonstrated negotiating and influencing skills with internal and external stakeholders.
• 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.
• Proficient in use of computer applications, including Microsoft Office software suite.
• Strong ability to make decisions under pressure with a demonstrated sense of urgency.

Nice To Haves

• Prior experience or interest in learning platform languages and tools (e.g., Arbortext, XML, DITA) preferred.
• A degree or technical certification is preferred but not required.
• Experience in a distributor or dealer channel environment preferred.

Responsibilities

• 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, chat, 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 industry systems such as 4 stroke and diesel engines, hydraulic/driveline and electrical
• Assist our service channel with our newest technology in the areas of global positioning systems (GPS), autonomy, electric motors/systems, Controller Area Network (CAN) controls, hybrid technology, remote diagnostic systems, lithium-ion batteries, and more.
• Document all issues and complaints via case management system and standard operating procedures.
• Analyze product complaints/case data/warranty data in order to identify trends and issues and report to the proper subject matter experts.
• Work in conjunction with the technical service subject matter experts in creating technical service publications (hands on information gathering, diagnostic documentation and formatting)
• Ensure all technical documentation is clear, comprehensive, and updated regularly to support both internal teams and external customers.
• Implement best practices for technical writing, including consistent formatting and terminology, to improve usability and accessibility of service materials.
• Support the development and implementation of technical videos for both training and technical reference
• Perform technical publication reviews (service manuals, diagnostic manuals, operator’s manuals, etc.)
• Collaborating with CX (customer experience) and Tech Pubs teams
• 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 Service and inter-departmental events (schools, seminars) by providing technical support and presence as a subject matter expert.
• 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
• Support on-going process and lean improvements to deliver higher value to internal and external customers.

Benefits

• In addition to a competitive salary, an affordable and top-tier medical/dental/vision plan, 401k, and many other great benefits - The Toro company offers employees at our Bloomington, MN HQ location a variety of perks, including:
• Dress for your day - We know you're more productive when you're comfortable, which is why TTC employees are encouraged to take advantage of our casual, corporate environment.
• Food - Take advantage of our onsite café, which serves both breakfast and lunch. With a Caribou Coffee attached, you can grab a snack and a coffee at any time during your day.
• Wellness - The Toro Company’s HQ offers complimentary use of our onsite fitness facility to employees. In addition to physical well-being, TTC offers a variety of mental health and financial health resources to all employees.
• Volunteerism - The Toro Company is proud to provide employees 20 hours of paid time to volunteer` in the community.
• Summer Hours – Enjoy a flexible schedule during the summer! By working a little more during the first few days of the week, TTC employees at our Bloomington HQ are able to start their weekends early and leave by noon on Friday.
• Competitive Salary – A reasonable salary estimate is $80K - $87K for this opportunity.
• If you need to, you can access your pay early with the Daily Pay app.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees