Technical Support Rep II (Mechanical/Electrical + Writing) - The Toro Company

About the role

The Toro Company is seeking a Technical Service Representative to support industry-leading products and enhance productivity for our customers.

Responsibilities

• Respond to and resolve technical inquiries quickly and accurately
• Leverage and drive digital and technological transformation in service support activities
• Assist our service channel with industry systems such as 4 stroke and diesel engines, hydraulic/driveline and electrical
• 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
• Provide subject matter input for technical training development
• Support, advocate and provide a strong customer orientation
• Build strong relationships with distributor, dealer, mass merchant, or end customer personnel
• Conduct and support hands-on technical training events
• Support Technical Service and inter-departmental events by providing technical support and presence as a subject matter expert
• Other ongoing process and lean improvements to deliver higher value to internal and external customers

Requirements

• High School Diploma or GED equivalent
• Experience or training in engineering or technical fields such as mechanical, electrical/software, manufacturing, automotive, robotics, hydraulics, or heavy equipment
• Technical writing and communication skills
• Prior experience or interest in learning platform languages and tools (e.g., Arbortext, XML, DITA) preferred
• Learn complex technologies relatively quickly
• Explain complex technologies in useful ways for the target audience
• Wield strong interpersonal skills
• Three plus years of technical/customer facing experience
• Demonstrated competencies in Hybrid Technology, Hydraulic Technology, Electronic Control System Diagnostics (Yanmar, ToroDIAG, Kubota)
• Demonstrated negotiating and influencing skills with internal and external stakeholders
• Customer support experience necessary with a proven ability to listen and empathize appropriately with customers as well as communicate effectively with both technical and non-technical individuals
• Experience in a distributor or dealer channel environment preferred
• Demonstrated ability to identify and resolve problems in a timely manner
• Able to build strong relationships with customers and peers
• Time management, multi-tasking and organizational skills/experience required
• Able to work in a fast paced, high demand problem solving environment with the ability to meet and/or negotiate timelines as necessary
• Proficient at reading specifications or technical documents and electrical/hydraulic schematics
• Proficient in use of computer applications, including Microsoft Office software suite
• Strong ability to make decisions under pressure with a demonstrated sense of urgency

Qualifications

• High School Diploma or GED equivalent
• Experience or training in engineering or technical fields such as mechanical, electrical/software, manufacturing, automotive, robotics, hydraulics, or heavy equipment
• Technical writing and communication skills
• Prior experience or interest in learning platform languages and tools (e.g., Arbortext, XML, DITA) preferred
• Learn complex technologies relatively quickly
• Explain complex technologies in useful ways for the target audience
• Wield strong interpersonal skills
• Three plus years of technical/customer facing experience
• Demonstrated competencies in Hybrid Technology, Hydraulic Technology, Electronic Control System Diagnostics (Yanmar, ToroDIAG, Kubota)
• Demonstrated negotiating and influencing skills with internal and external stakeholders
• Customer support experience necessary with a proven ability to listen and empathize appropriately with customers as well as communicate effectively with both technical and non-technical individuals
• Experience in a distributor or dealer channel environment preferred
• Demonstrated ability to identify and resolve problems in a timely manner
• Able to build strong relationships with customers and peers
• Time management, multi-tasking and organizational skills/experience required
• Able to work in a fast paced, high demand problem solving environment with the ability to meet and/or negotiate timelines as necessary
• Proficient at reading specifications or technical documents and electrical/hydraulic schematics
• Proficient in use of computer applications, including Microsoft Office software suite
• Strong ability to make decisions under pressure with a demonstrated sense of urgency

Skills

• Technical writing and communication skills
• Learn complex technologies relatively quickly
• Explain complex technologies in useful ways for the target audience
• Wield strong interpersonal skills
• Learn complex technologies relatively quickly
• Explain complex technologies in useful ways for the target audience
• Wield strong interpersonal skills
• Learn complex technologies relatively quickly
• Explain complex technologies in useful ways for the target audience
• Wield strong interpersonal skills

Benefits

Complimentary use of our onsite fitness facility

Free meals served at our onsite café

20 hours of paid time to volunteer in the community

Flexible summer hours

Competitive salary range of $80K - $87K

Pay

$80K - $87K

Schedule

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).