Technical Product Support Representative I - The Toro Company

Job Title

Support industry-leading products that leverage innovation and technology to enhance productivity for our customers.

Job Description

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

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).

Job Responsibilities

In order to grow and build a successful career with The Toro Company, you will be responsible for strategic inventory, planning & execution:

Product Issue Support: 60% of Role

• 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.

Technical Communications and Manuals: 5% of Role

• 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

Technical Training Support: 5% of Role

• 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

Customer Relations: 15% of Role

• 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

Quality Support: 10% of Role

• 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.

Other:

• 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.

Qualifications

To be considered for this role, an individual should meet the following minimal 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. 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.
• Experience in the areas of fleet equipment maintenance, reel and rotary mower theory, sprayers/chemical application, aerification, and turf grass maintenance practices is preferred.
• Proficient in use of computer applications, including Microsoft Office software suite.
• Multi-lingual skills highly preferred

Additional Information

Directly impacts customer care and organizational excellence at the distributor, dealer, mass merchant, or end customer level in meeting the Customer Satisfaction Index with a rating of more than 9.0 (CSI 9+) along with Fix it Right the First Time, Meet Promise Date, Turnaround Time and Defects Per Unit (DPU) metrics.

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 Tech 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.

Benefits

At The Toro Company, we are always working to make sure our employees know just how valued they are. 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.
• Location – Conveniently located near both St. Paul and Minneapolis, we are centrally located for most commuters!
• 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 wellbeing, 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.
• Flexible Work Arrangements – This team is currently implementing a hybrid work schedule. The opportunity to collaborate in the office and work from home part-time, has promoted team-building and flexibility. #LI-Hybrid