Customer Service Representative I or II, Subsite Electronics - Ditch Witch 

Who Are We?  

Subsite Electronics, located at Ditch Witch campus in Perry, Oklahoma is a division of The Toro Company. Subsite Electronics provides underground construction professionals the most comprehensive suite of electronic products in the industry, including Horizontal Directional Drilling (HDD) guidance equipment, utility locators, utility inspection systems, and equipment machine controls. 

This employee performs a variety of jobs in the Subsite Electronics repair area.  Primarily, the employee tests, troubleshoots and repairs products that are sent in for repair. This includes diagnosis, parts sourcing, estimate creation, repair documentation, and various other processes and interactions with Engineers, Product Support, and manufacturing. 

What Will You Do? 

In order to grow and build a successful career with The Toro Company - Subsite Division, you will be responsible for analyzing and applying information from a variety of sources, including:

• Manages a large volume of incoming calls, emails, and Instant Messages.

• Acquires knowledge to identify and assess customer needs, and to provide accurate, valid, and complete information.

• Assists with discrepancy resolution for customers and follow-up to ensure resolution with the ability to authorize returns.

• Generates parts orders from emails, faxes, telephone calls, and notes, may receive guidance.

• Assists in planning shipments per availability of finished goods.

• Communicates and collaborates with a variety of internal groups to resolve customer issues (including, Quality department, Inventory Reconcilers, Logistics coordination, etc.)

• Able to operate a company vehicle to transport products to a customer or shipment location (ie. freight hub) as needed.  Ability to maintain an active and valid driver's license.

Work Environment?

• Office environment most of the time, with regular trips to the inventory and manufacturing floor. These environments include physical hazards such as powered vehicle, bicycle and pedestrian traffic, overhead storage, and moving machinery.

• This role involves independently moving 50-70 lb. equipment, and frequently repositioning these electronic items throughout working on the repair each day.   

• Regularly dealing with customers in fast-paced, potentially confrontational, situations.

• Heavy and rapidly changing workloads, priorities, and deadlines. Frequent multiple requests from a variety of customers, supervisors, and other persons.

• Travel on occasion, but not frequent.

• Typical workdays of 8 hours a day or more, along with overtime on very little notice.

• Regular continuous use of a personal computer and telephone.

Job Title:  

At the time of a job offer, the Customer Service Representative job title will be determined based on the following criteria:  Candidate's academic background, combined with:  

• Customer Service Representative I:  Associate degree or Professional Certification in related Technical/Business field OR High School diploma or equivalent with a minimum of 1-5 years on the job Subsite, Ditch Witch or related field experience. 

•  Customer Service Representative II:  Associate degree or Professional Certification in related Technical/Business field OR High School diploma or equivalent with a minimum of 5 years on the job Subsite, Ditch Witch or related field experience. 

What Do You Need? 

To be considered for this role, an individual should meet the following minimal requirements: 

• Ability to maintain a positive, professional attitude while working in demanding situations.  Ability to multi-task in a fast-paced environment; and build sustainable relationships of trust through open and interactive communication.

• High School Diploma or equivalent, advanced education preferred. 

• 1-5 years of prior experience in an electrical or mechanical industry required.

• Essential computer skills with experience in SAP, Microsoft Office Suite (Microsoft Word, Excel, Power Point and Outlook) preferred.