Technical Service Representative - The Toro Company

The Toro Company•Bloomington, MN

4d•$70,000 - $92,000•Onsite

About The Position

As a Technical Product Support Representative , you will 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.

Requirements

Technical school graduate in automotive, heavy construction /truck technology, robotics, hydraulics --OR-- a Bachelors degree in engineering, manufacturing, or automotive emphasis.
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.
Proficient at reading specifications or technical documents and electrical/hydraulic schematics.
Demonstrated ability to identify and resolve problems in a timely manner.
Proficient in use of computer applications, including Microsoft Office software suite.
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.
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.

Nice To Haves

"Skills USA" program graduate highly preferred.
Multi-lingual skills preferred.
Bachelors degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis.
Experience in the areas of fleet equipment maintenance, reel and rotary mower theory, sprayers/chemical application, aerification, and turf grass maintenance practices.

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.
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.
Create and publish technical service bulletins and alerts.
Perform technical publication reviews.
Support fault code diagnostic test development and implementation.
Support the development and implementation of technical videos for both training and technical reference.
Provide subject matter input for technical training development.
Conduct and support hands-on technical training events.
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.
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.

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 pay range for this opportunity is $70,000 - $92,000. The pay range takes into account skills, experience, education, and location. It is not common to be hired at or near the top of the range; compensation decisions are dependent on the facts and circumstances of each case.
Cash compensation is one piece of our competitive total rewards package.
If you need to, you can access your pay early with the One@Work app, formerly the Even app.

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