Product Support Technician - HammerHead

Customer Support

HammerHead, located in Lake Mills, Wisconsin, is a division of The Toro Company. HammerHead delivers a unique combination of rehabilitation, replacement and installation equipment and consumables for the underground construction market. Offering unmatched field support and project consultation to customers worldwide.

About the role

The Product Support Specialist will provide technical assistance and support for Cured-In-Place Pipe (CIPP) and other underground technical equipment. This role is highly hands-on, with approximately 75% of time spent performing in-house diagnostics, testing, and repair of equipment, and approximately 25% of time in a desk-based setting supporting documentation, communication, and administrative activities.

Responsibilities

• Provide technical support and troubleshooting for CIPP and underground technical equipment.
• Perform hands-on diagnostics, teardown, repair, and reassembly of equipment in a shop environment.
• Diagnose and resolve technical issues reported by customers and field technicians.
• Conduct root cause analysis on mechanical, hydraulic, and/or electrical failures and implement corrective actions.
• Conduct training sessions for customers and internal staff on the proper use and maintenance of equipment.
• Collaborate with engineering and product development teams to address recurring issues and improve product performance.
• Maintain detailed records of support activities, including issues reported, solutions provided, and customer interactions.
• Aid in the development of technical documentation, including user manuals, troubleshooting guides, and training materials.
• Rental fleet management including rental and availability, including maintenance readiness and repair turnaround.
• Warranty administration management.
• Stay up-to-date with industry trends and advancements in CIPP and underground technical equipment.
• Create and maintain business relationships with customers.
• Assist sales managers in planning and conducting sales training programs, including equipment demonstration, equipment shows, dealership training events and customer delivered training events.
• Make presentations to groups of people, including gathering, organizing and effectively communicating technical information about technical systems.

Requirements

• A High School or GED equivalent required; Bachelors or Associates degree in engineering, technical support, or a related field preferred.
• A minimum of 2-5 years of prior experience in technical customer service, equipment repair, field service, or a similar hands-on technical role.
• Customer-focused with a commitment to providing high-quality support.
• Proficiency in using technical support software and tools.
• Strong mechanical aptitude with demonstrated ability to diagnose, repair, and rebuild equipment (mechanical, hydraulic, and/or electrical systems).
• Training and experience in sales and marketing and a very high level of technical expertise related to our product line or the underground industry is preferred.
• Maintain a current vehicle operator’s license. Ability to obtain and maintain an US Passport due to international travel in the future.

Qualifications

• Willingness to travel to customer sites as needed. Air and highway travel is expected. Typically, this employee travels less than 10% of their working time.
• Ability to lift and carry up to 50 pounds.
• Ability to flex schedule for unique customer schedules.
• Maintain a current vehicle operator’s license.
• Air and highway travel is expected. Typically, this employee travels up to as much as 10% of their working time.
• Regular work performed in a shop or lab environment with exposure to equipment, tools, and diagnostic systems.

Benefits

We offer a full range of benefit options for your present and future needs including competitive salaries, 401(k)s, paid vacation days, and more. Learn More

Sustainability

Sustainability is not a new concept for The Toro Company. It is deeply rooted in our purpose—to help our customers enrich the beauty, productivity and sustainability of the land. Learn More

Community

Volunteering is an important part of our culture. We believe that a satisfying life comes from contributing at work and giving back to the community. Learn More