Technical Product Support Representative

Job Summary:

The Toro Company is seeking to provide exceptional support for industry-leading products. This role involves responding to and resolving inquiries quickly, performing technical research, and ensuring customer-focused operational excellence. The representative will collaborate with distributors, dealers, mass merchants, and end customers to advocate for product quality and service excellence while leveraging cutting-edge technologies to enhance productivity.

Responsibilities:

• Product Issue Support: Respond to technical and quality inquiries/complaints from distributors, dealers, mass merchants, and end customers through various channels, implementing quick and accurate solutions. Utilize current and future technologies (e.g., AR/VR, telematics) to drive digital transformation in service support.

• Technical Communications and Manuals: Create and publish technical service bulletins, perform technical publication reviews, and support the development of diagnostic test systems and technical training materials.
• Technical Training Support: Provide input for technical training content, conduct hands-on training events, and support inter-departmental technical events as a subject matter expert.
• New Product Development: Collaborate with internal teams to address technical issues during new product development and ensure serviceability requirements are met.
• Customer Relations: Build strong relationships with key stakeholders (distributors, dealers, service technicians) and provide field support for quality issues and escalated product concerns.
• Quality Support: Analyze product and warranty data to identify trends, recommend actions, and prioritize resolutions with product teams.
• Other: Maintain technical knowledge in emerging technologies and support process and lean improvements to enhance customer value.

Qualifications and Experience:

• Technical school graduate in automotive, heavy construction, truck technology, robotics, hydraulics, or a Bachelor's degree in mechanical, electrical/software, manufacturing, or automotive engineering (preferred).

• Representative I: 0-2 years' related experience. Representative II: 3-5 years' related experience. Customer support experience with strong communication skills for both technical and non-technical audiences is required.
• Experience in fleet equipment maintenance, reel/rotary mower theory, turf grass maintenance, and multi-lingual skills are highly preferred.
• Proficient in technical aptitude with technologies like electrical systems, hydraulics, diesel engines, GPS, AR/VR, and CAN controls. Ability to read technical documents and schematics.
• Strong customer relationship-building skills and the ability to manage multiple tasks in a fast-paced environment. Ability to travel 20-30% of the time.

Benefits:

• Dress for your day: Enjoy a casual, corporate environment where comfort enhances productivity.

• Location: Conveniently located near St. Paul and Minneapolis for an easy commute.
• Food: Onsite café serving breakfast and lunch with Caribou Coffee available throughout the day.
• Wellness: Complimentary access to an onsite fitness facility and a range of mental health and financial health resources.
• Volunteerism: 20 hours of paid time off to volunteer in the community.
• Summer Hours: Enjoy a flexible schedule with early Fridays during the summer months.

Salary:

The salary range for this role is $66,500 - $95,000, depending on skills, experience, and education.

About Company:

The Toro Company, based in Minnesota, has been in operation since 1914. The company is dedicated to delivering world-class equipment for environmental maintenance and beautification. With a global footprint and an emphasis on community, Toro's mission is to provide innovative solutions while fostering an environment where employees are valued. The company boasts an impressive employee tenure and continues to lead the industry in product development and customer service.