Technical Customer Support Specialist, Phones  - 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 Abilene, TX to build a career. 

Your Opportunity:

The Technical Customer Support Specialist serves customers internally and externally by being their point of contact.  Customers and Dealerships will call with technical questions regarding Residential and Commercial Irrigation (Universities, Sports Fields, Hospitals, etc.).   Receives and responds to customer phone calls regarding troubleshooting and use of computer software and/or hardware. 

Assembles, configures, tests, troubleshoots, maintains, and ships irrigation computers, computer systems, peripherals, and proprietary communication interface devices.  Fulfills orders for new and warranty replacement equipment.

Sponsorship:  

• VISA Sponsorship is not available for this position.

Shift and Work Location: 

• This opportunity is based in Abilene, Texas, location.  Fully remote is not available at this time. 

• The current team works 5 days on campus in Abilene, TX. There could be occasional and intermittent times when hybrid is available, but generally, this team is in the office 5 days a week.

• Core hours are:  8-hour shifts within 6:00 a.m. and 6:00 p.m. Monday-Friday. All staff members participate in a rotation schedule for after-hours/on-call, for a one-week rotation interval.

• This position is subject to Tier-1 rotation for Hardware production and On-Call. During the week, the staff rotate to work some shifts in the Hardware Production/technician area, and then some shifts rotate back to phone support. 

What Will You Do? 

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

• Receives and responds to customer inquiries regarding troubleshooting and use of computer software and/or hardware. Works to diagnose issues and explain proper operational procedures.  Determines whether problems are caused by hardware (such as modem, printer, cables, telephone etc.), software (such as an incomplete or corrupt program or data files), or user error

• Assist customer phone support Sr. Technicians/Supervisors in workflow management and quality assurance which may include the following: inspection of completed orders and technical support resolution with phone support supervisors.

• Attains Subject Matter Expert (SME) knowledge level in assigned areas of Irrigation system software/hardware responsibility. Participates in ongoing training. Learns software packages and hardware systems supported by self-study, attendance of classes or courses, or through in-house training.

• Maintains high level of competency in NSN supported TORO proprietary software. 

• Demonstrated leadership, and oral and written communication skills, including the ability to influence other levels of management.

What Do You Need? 

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

• Academic: Completed high School Diploma or GED, or equivalent experience in related industry.

• Experience:  At least three (1) to three (3) years in a customer support environment at Tier 1, a high-volume call center with back to back calls.  

• Computer Skills:  Strong technical skills in PC operating systems, applications, hardware systems, protocols, and software licenses.  Extensive application support experience required with proven hardware technical planning and development.  Researches, designs, and develops solutions to highly c