Technical Support Rep II (Mechanical/Electrical + Writing) - The Toro Company

The Toro Company•Bloomington, MN

20h•Hybrid

About The Position

This role supports industry-leading products that leverage innovation and technology to enhance productivity for customers. The Technical Support Rep II will respond to and resolve technical inquiries quickly and accurately, perform technical research to identify product issues, and provide technical product support. This position partners with distributors, dealers, mass merchants, or end customers to deliver customer-focused operational excellence and advocate for product quality. The role is based at The Toro Company's International Corporate Headquarters in Bloomington, MN. While fully remote is not available, the role requires 5 days on-site during training, followed by a hybrid model of 3 days on campus and 2 days remote after training. The position directly impacts customer care and organizational excellence, involving close interaction with business channels and internal stakeholders such as Customer Care, Training, Engineering, Marketing, Sales, Manufacturing, and Sourcing. The role is empowered to make support decisions for equitable solutions and is accountable for Technical Service Center service and quality metrics. Occasional travel to other company sites, distribution centers, or supplier locations may be required, ranging from 10-20% with associated expense reporting.

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.
Ability to learn complex technologies relatively quickly.
Ability to explain complex technologies in useful ways for the target audience.
Strong interpersonal skills.
Three plus years of technical/customer facing experience.
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.
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.
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.
Experience in a distributor or dealer channel environment preferred.
A degree or technical certification is preferred but not required.

Responsibilities

Respond to distributor, dealer, mass merchant, or end customer technical and quality inquiries/issues/complaints from various 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 the service channel with industry systems such as 4-stroke and diesel engines, hydraulic/driveline, and electrical systems.
Assist the service channel with new technology in areas such as global positioning systems (GPS), autonomy, electric motors/systems, Controller Area Network (CAN) controls, hybrid technology, remote diagnostic systems, and lithium-ion batteries.
Document all issues and complaints via case management system and standard operating procedures.
Analyze product complaints/case data/warranty data to identify trends and issues and report to the proper subject matter experts.
Work in conjunction with 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.).
Collaborate 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 ongoing process and lean improvements to deliver higher value to internal and external customers.