Technical Product Support Representative - The Toro Company

Who Are We?

The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world-class equipment to help maintain the environment that we love, while putting an emphasis on giving back to the communities that surround us. From residential lawns and gardens, to venues such as St Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in. With 100 years of operation under our belt and an average employee tenure of 15 years, come find out what makes The Toro Company the best place in the Twin Cities to build a career. 

As a Technical Product Support Representative, you will 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.

What Will You Do?

Product Issue Support:  60% of Role

• 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, 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 our newest technology in the areas of global positioning systems (GPS), electronic engine/systems (Tier 4), Controller Area Network (CAN) controls, hybrid technology, autosteer technology, remote diagnostic systems, lithium-ion batteries, and more.

• 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 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 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 Assistance Center (TAC) 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 listened to and acted upon.

• Ensure all service assets and training are completed for product release

Customer Relations:  15% of Role

• 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 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.

Other:

• Pursue and maintain technical knowledge in areas such as M2M, GPS, wireless, hybrid, and other technologies, along with an in-depth understanding of how these technologies inte