Technical Support Rep II (MechanicalElectrical + Writing) The Toro Company

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa regardless of expiration date now or in the future.

With roots dating back to 1914 The Toro Company was built on a tradition of quality and caring relationships. Today the company is a leading worldwide provider of innovative solutions for the outdoor environment including turf and landscape maintenance snow and ice management underground utility construction rental and specialty construction and irrigation and outdoor lighting solutions. Through a strong network of professional distributors dealers rental stores and retailers in more than 125 countries we proudly offer a wide range of products across a family of global brands to help golf courses professional contractors underground construction professionals groundskeepers agricultural growers rental companies government and educational institutions and homeowners in addition to many leading sports venues and historic sites around the world.

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.

• This role will be based at the Bloomington MN Toros 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).

• Directly impacts customer care and organizational excellence at the distributor dealer mass merchant or end customer level.

• 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 Technical Service Center 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.

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:55% 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 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 our service channel with industry systems such as 4 stroke and diesel engines hydraulic/driveline and electrical

• Assist our service channel with our newest technology in the areas of global positioning systems (GPS) autonomy electric motors/systems 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.

• Analyze product complaints/case data/warranty data in order to identify trends and issues and report to the proper subject matter experts.

Technical Writing: 25% of Role

• Work in conjunction with the 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 operators manuals etc.)

• Collaborating with CX (customer experience) and Tech Pubs teams

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 Technical Service and inter-departmental events (schools seminars) by providing technical support and presence as a subject matter expert.

Customer Relations: 10% 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

Other:

• Support on-going process and lean improvements to deliver higher value to internal and external customers.

To be considered for this role an individual should meet the following minimal 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. Prior experience or interest in learning platform languages and tools (e.g. Arbortext XML DITA) preferred.

• Learn complex technologies relatively quickly.

• Explain complex technologies in useful ways for the target audience.

• Wield strong interpersonal skills.

• Three plus years of technical/customer facing experience.

• 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.

• 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. 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.

• Proficient in use of computer applications including Microsoft Office software suite.

• Strong ability to make decisions under pressure with a demonstrated sense of urgency.

• A degree or technical certification is preferred but not required.

At The Toro Company we are always working to make sure our employees know just how valued they 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 youre more productive when youre 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 Companys HQ offers complimentary use of our onsite fitness facility to 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 salary estimate is $80K - $87K for this opportunity. 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 Daily Pay app.

At The Toro Company we are committed to fostering a secure and trustworthy recruitment experience for our applicants. Recruitment fraud is a growing concern for job seekers so please be aware that throughout our recruitment process youll never be required to pay any fees or disclose personal financial details when applying to TTC opportunities. All legitimate job opportunities must be applied for directly through our official careers page at or via Workday our applicant tracking system.

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race color religion sex (including pregnancy gender identity and sexual orientation) parental status national origin age disability genetic information military service or other non-merit factors. We are committed to creating a welcoming environment for all employees.

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