Service Rep II, Mechanical & Technical Writing

Service Rep II, Mechanical and Technical 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.

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.

• Based at the Bloomington, MN Toro’s International Corporate Headquarters. Fully remote is not available at this time.
• Requires 5‑days on site during training. After training, the current team works 3 days on campus, with optional 2 days remote (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 (10‑20% travel with expense reporting).

• Respond to distributor, dealer, mass merchant, or end customer technical and quality inquiries/issues/complaints from phone, electronic case submissions, emails, chat, etc., and resolve these issues by collaborating with others as needed.
• Leverage and drive digital and technological transformation in service support activities by utilizing current and future technologies (AR/VR, wearables, M2M communication, diagnostic tools, telematics, etc.).
• Assist the service channel with industry systems such as 4‑stroke and diesel engines, hydraulic/driveline and electrical.
• Assist with newest technology (GPS, autonomy, electric motors/systems, 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 to identify trends and issues and report to the proper subject matter experts.

• Work with technical service subject‑matter experts to create technical service publications (information gathering, diagnostic documentation, formatting).
• Ensure all technical documentation is clear, comprehensive, and updated regularly for 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 training and reference.
• Perform technical publication reviews (service manuals, diagnostic manuals, operator’s manuals, etc.).
• Collaborate with CX (customer experience) and Tech Pubs teams.

• 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.

• Support, advocate, and provide a strong customer orientation. Build 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…