Service Rep II, Mechanical & Technical Writing

Service Rep II, Mechanical & Technical Writing - The Toro Company

Sponsorship: 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, mass merchant, or end customer service channels 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 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).

• 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.

• 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.

• 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, operator's manuals, etc.).
• Collaborating with CX (customer experience) and Tech Pubs teams.

• Provide subject matter input for technical training development (eLearning, hands‑on training, customer…