Technical Service Representative/Dealership Diagnostic - Ventrac

Who Are We?  

Ventrac, a division of the Toro Company, is a growth-oriented company located in Orrville, Ohio. Our team is dedicated to excellence through innovation, a strong work ethic and quality workmanship. Join the Ventrac team who feels passionate about the products we build for commercial lawn care use. We are known for our culture of respect and collaboration, which can be measured by our low turnover, open communication, and the excitement in the air. We believe our employees are truly the most valuable asset. We not only believe that, but we also make decisions that align with that concept. We are dedicated to attracting and developing a diverse team of individuals who are committed to the success of our team at Ventrac.

Your Opportunity:   

The Technical Service Representatives/Dealership Diagnostic 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.

Sponsorship:  

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment VISA at this time.

Work Location: 

This opportunity is based out of Ventrac at the Orrville, OH division.   The current team works 5-days on campus.  Relocation support is not available. 

What Will You Do? 

In order to grow and build a successful career with The Toro Company, you will be responsible for: 

• Providing Customer Service excellence to our customers by diagnosing and solving the problems to meet or exceed customer satisfaction.

• Build and maintain a good rapport with dealership personnel.

• Troubleshoot, diagnose and give repair advice on equipment failures via phone and email.

• Log pertinent call information for tracking and future reporting purposes.

• Determine warranty, evaluate failures, find probable cause and decide with further action is required.

• Address product concerns or failure trends with the Customer Care Manager and other departments as needed.

• Repair product returned to the factory and prepare it for resale.

• On occasion, make field service calls to diagnose, repair or pickup equipment.

• Other assigned tasks as necessary.

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.

• Travel as required which ranges from 10-15% along with appropriate expense reporting duties.

What Do You Need? 

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

• A minimum of technical school graduate in automotive, heavy construction/truck technology, robotics, hydraulics. Entry-level experience (0 to 2 years).

• Ability to travel 10-15%; and obtain/maintain an active and valid driver's licence.  Ability to host group trainings: anticipated audiences range from 10-100 people per training. 

• Physically able to safely operate, work on and repair Ventrac equipment. 

• 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 and augmented/virtual reality (AR/VR).Proficient at reading specifications or technical documents and electrical/hydraulic schematics.

• Customer support experience necessary w