Technical Product Support Representative I - The Toro Company

The Toro Company•Bloomington, MN

8h•Hybrid

About The Position

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. 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).

Requirements

High School Diploma or GED equivalent required.
Bachelor degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis or technical school graduate in automotive, heavy construction/truck technology, robotics, hydraulics (preferred).
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 / gasoline engines and drivetrain systems .
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.
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.

Nice To Haves

Experience in a distributor or dealer channel environment preferred.
Experience in the areas of fleet equipment maintenance, reel and rotary mower theory, sprayers/chemical application, aerification, and turf grass maintenance practices is preferred.
Multi-lingual skills highly 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, 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, remote diagnostic systems, lithium-ion batteries, and more.
Document all issues and complaints via case management system and standard operating procedures.
Create and publish technical service bulletins and alerts
Perform technical publication creation and 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
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 inter-departmental events (schools, seminars) by providing technical support and presence as a subject matter expert.
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
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
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 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.