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.

• 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 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 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…