Technical Product Support Representative

Position: Technical Product Support Representative I - 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.

Who Are We?

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.

Your Opportunity:

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.

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).

What will you do?

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…