Technical Product Support Representative - The Toro Company

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.

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 (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 Technical Assistance Center (TAC) and 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 M2M, GPS, wireless, hybrid, and other technologies, along with an in-depth understanding of how these technologies interact with Toro equipment.
• Support ongoing process and lean improvements to deliver higher value to internal and external customers.

Requirements

• Technical school graduate in automotive, heavy construction/truck technology, robotics, hydraulics --OR-- a Bachelor's degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis (preferred).
• 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 and augmented/virtual reality (AR/VR).
• 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 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.
• 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.

Nice-to-haves

• Multi-lingual skills highly preferred.
• Bachelor's degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis (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.
• 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.

Benefits

• Competitive salary.
• Affordable and top-tier medical/dental/vision plan.
• 401k.
• Onsite café serving breakfast and lunch.
• Complimentary use of onsite fitness facility.
• Mental health and financial health resources.
• 20 hours of paid time to volunteer in the community.
• Flexible schedule during the summer.