Technical Service Representative

| Minneapolis–Saint Paul, MN
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Job Purpose:

Support and develop industry-leading products and services 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 identify product issues, and provide technical product support. Partner with our distributor, dealer, and mass merchant service channels to deliver customer focused operational excellence and be an advocate for product quality.

Job Duties & Responsibilities:

Product Issue Support: 60% of Role
  • Respond to dealer and distributor technical and quality inquiries/issues/complaints from a variety of sources (phone, electronic case submissions, emails, etc.) and resolve these issues by collaborating with others as needed to implement and communicate 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, robotics, autosteer technology, remote diagnostic systems, lithium-ion batteries, and more.
  • Support the channel's technical questions on all current and historical products (gas, diesel, battery power products).
  • 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, knowledge articles, and alerts
  • Perform technical publication 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 expertise for technical training development (eLearning, hands-on training, customer training packages, webinars)
  • Conduct and support hands-on technical training events
  • Support division and inter-departmental events (schools, seminars) by providing technical support and presence as a subject matter expert.

New Product Development: 5% of Role
  • 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 researched, brought forward, and acted upon.
  • Ensure all service assets and training are completed ahead of or in alignment with product release

Customer Relations: 15% of Role
  • Support, advocate for, and provide a strong customer orientation on cross functional teams. 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 identify trends and issues and recommend countermeasure action(s). Drive action with product teams in prioritizing issues and creating and executing resolution plans.
  • Drive corrective action within product teams in prioritizing issues and creating and executing resolution plans.

7. Other:
  • Pursue and maintain technical knowledge in areas such as M2M, GPS, wireless, hybrid, robotics, and other technologies, along with an in-depth understanding of how these technologies interact with Toro equipment.
  • Support on-going process and lean improvements to deliver higher value to internal and external customers.
  • Other assigned tasks as necessary.

Job Qualifications:
  • Associate's degree in automotive, heavy equipment/truck technology, robotics, electronics, or hydraulics with two plus years related work experience or Bachelor's degree in any field with practical experience.
  • Must possess a high degree of technical aptitude in technologies such as: electrical, electronic control systems, CAN, hydraulics, diesel and gasoline engines, drivetrain systems, hybrid technology, global positioning systems, robotics, and augmented/virtual reality (AR/VR).
  • Toro or industry certification and/or demonstrated competencies in the areas of:
    • Gasoline & Diesel Engine 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.
  • Ability to build strong relationships with customers and peers
  • Time management, multi-tasking and organizational skills/experience required. Must have the ability 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.
  • Experience in the areas of fleet equipment maintenance, residential or commercial mowing/snow equipment is preferred.
  • Proficient in use of computer applications, including Microsoft Office software suite.
  • Multi-lingual skills highly preferred

Other Job-related Components:
  • 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 and quality metrics/goals.
  • Travel as required which ranges from 10-30% along with appropriate expense reporting duties.
  • Typical office environment as it pertains to lighting, temperature, and noise level when in administrative/operations offices.

#LI - Onsite

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.
More Information on The Toro Company
The Toro Company operates in the Greentech industry. The company is located in Minneapolis, MN. The Toro Company was founded in 1914. It has 10001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 23 open jobs at The Toro Company, click here.
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