Technical Product Support Representative

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.

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).

• 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.
  • Leverage and drive digital and technological transformation in service support activities using AR/VR, wearables, M2M communication, diagnostic tool advancement, telematics, etc.
  • Assist service channel with technologies such as GPS, electronic engine/systems (Tier4), CAN controls, hybrid technology, remote diagnostic systems, lithium‑ion batteries, and more.
  • Document all issues and complaints via case management system and SOPs.
• 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 training and reference.
  • Document field support visits addressing quality and training issues.
• Technical Training Support – 5% of role
  • Provide subject‑matter input for 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) as a subject‑matter expert.
• Customer Relations – 15% of role
  • Build strong relationships with distributor, dealer, mass merchant, or end customer personnel.
  • Conduct field support visits for quality issues and escalated product issues.
  • Review and adjudicate warranty support and policy exception requests.
• Quality Support – 10% of role
  • Analyze product complaints/case data/warranty data to identify trends and recommend countermeasures.
  • Drive action with product teams to prioritize issues and execute resolution plans.
• Other
  • Maintain technical knowledge in GPS, wireless, hybrid, and related technologies.
  • Support ongoing process and lean improvements.
  • Complete other assigned tasks as necessary.

• High School Diploma or GED equivalent (required).
• Bachelor’s degree in engineering (mechanical, electrical/software, manufacturing, or automotive) or technical school graduate in automotive, heavy construction/truck technology, robotics, or hydraulics (preferred).
• 0–2 years of entry‑level experience.
• High degree of technical aptitude in electrical, electronic control systems, CAN, hydraulics, diesel/gasoline engines, and drivetrain systems.
• Customer support experience with ability to listen, empathize, and communicate with technical and non‑technical individuals.
• Experience in a distributor or dealer channel environment (preferred).
• Demonstrated ability to identify and resolve problems promptly.
• Strong relationship‑building skills with customers and peers.
• Time‑management, multi‑tasking, and organizational skills.
• Ability to work in a fast‑paced, high‑demand problem‑solving environment and negotiate timelines.
• Proficiency reading specifications and technical documents, including electrical/hydraulic schematics.
• Experience in fleet equipment maintenance, mower theory, sprayers/chemical application, aerification, and turf grass maintenance practices (preferred).
• Proficient in Microsoft Office suite.
• Multilingual skills highly preferred.

May require occasional travel to other company sites, distribution centers, or supplier locations (10‑20% of time). Includes expense reporting duties.

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.