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The Toro Company · 1 day ago

Technical Service Representative - The Toro Company

Hennepin County, MN

Full-time

Onsite

New Grad, Entry, Mid Level

$70K/yr - $92K/yr

0+ years exp

The Toro Company is a leading provider of innovative solutions for the outdoor environment. As a Technical Product Support Representative, you will respond to technical inquiries, provide product support, and collaborate with various stakeholders to enhance customer satisfaction and product quality.

CommercialIndustrial ManufacturingMachinery Manufacturing

Work & Life Balance

No H1B

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

Qualification

Technical aptitudeElectrical control systemsCustomer support experienceTechnical school graduateBachelors in engineeringMulti-lingual skillsSkills USA program graduateFleet equipment maintenanceTurf grass maintenance

Required

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

Preferred

"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