MinnesotaWorks.net Skip to Main Content Skip navigation
Job Listing Job Listing Job ID: 8864761 Job Location: How to Apply:
To see employer contact information, log in or register.
Job Title:
Technical Service Representative
Work Type:
Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular
Salary Offered:
Unspecified
Benefits:
Unspecified.
Physical Required:
Unspecified
Drug Testing Required: Unspecified Education Required:
High School Diploma/GED
Experience Required:
Unspecified
Required Skills:
Please see the job description for information about required job skills.
Preferred Skills: Job Description:
Tracking Code 20160145 Job Description MAJOR FUNCTION: Provides technical product support for assigned Siteworks, Underground and Rental products to SWS Customer Care staff and other internal and external Toro customers, for all domestic and international markets. Represents SWS Customer Care on multiple cross-functional product teams, focused on product quality, performance and field issue resolution. Originates SWS technical service support materials and facilitates implementation of field product quality initiatives for assigned products. Serves as subject matter expert for assigned products and assists with development of content and training aids for various service-training programs. DUTIES & RESPONSIBILITIES: Support the SWS Customer Care group with general case management, technical calls and service issues as required. This responsibility will increase during high volume periods and takes priority over other tasks and duties. Ensure that questions and concerns are completely resolved in a timely and courteous manner at the earliest possible level of intervention. Requires prompt responses and dedicated follow through to external and internal customers with a focus on urgency and customer satisfaction Respond to incoming dealer and customer letters, faxes, emails and internet contacts and compose appropriate written or verbal responses. Interacts with vendors, dealers and end-user customers on as-needed basis. Responsible for thoroughly documenting and communicating all product issues within the Customer Care case management system (Salesforce) per standard operating procedures in a timely and efficient manner. Responsible for capturing comprehensive and critical data related to all SWS service issues. Data may come from a variety of sources such as voice of customer, dealer service personnel, telephone calls, emails, etc. and must be recorded appropriately into the Customer Care case management system (Salesforce). Requires teaming within Customer Care and Sales along with building effective relationships with other internal Toro departments such as Engineering, Marketing, Legal, Manufacturing, Quality Assurance, and Sourcing. Provide regular and timely reports to product teams and management regarding field issues. Work with and support the product teams to contribute to the resolution of high priority issues and action plans as delegated by the Manager, Channel & Technical Product Support. Originates and updates technical support materials (e.g. service bulletins, service manuals and instructions, service aids) for assigned products to serve multiple customers - internal Toro, dealer, rental, small contractor, national accounts. Updates Gateway Parts and Service Center product database information for assigned products. Serves as subject matter expert and participates in development and presentation of product service training materials for in-person and eDealer Campus, internet and self-directed computer-based training for various customer audiences. Represents SWS Customer Care on multiple cross-functional product support teams for assigned products (e.g. new product development, design and cost improvement, quick response teams, quality improvement initiatives). Analyzes warranty and parts usage reports, customer and dealer/distributor contact reports, failed parts and manufacturing information to identify product reliability and safety concerns for assigned products. Works with cross-functional or special team to isolate the root cause for a failure or performance issue and develop a corrective action plan. Works directly with, dealers, or customers on as-needed basis to observe, diagnose and resolve unusual product performance issues in the field. Assists with updating and development of SWS Customer Care policies and procedures to sustain Toro's superior level of aftermarket support, in response to new product acquisitions or technology, legal requirements, channel support considerations, marketing programs, or revisions to existing service model. Provides assistance with field service training and trade shows as required. Trains staff members on technical details of new products and product improvements; assists staff with troubleshooting product problems as needed. Reviews new and updated operator manual content for technical accuracy. Assists with other technical or Customer Care support activities as assigned. JOB DIMENSIONS: Works under the guidance of the Manager, Channel & Technical Product Support. Works closely with the Customer relations, Training and Warranty Departments. SPECIFICATIONS: Two year degree in a technical field required. Four year degree preferred. Demonstrates a broad working knowledge of machinery mechanical systems, equipment operation, repair and maintenance and the ability to resolve moderately to complex technical issues. Experience with complex Hydraulic, Electrical and Electronic systems commonly utilized on construction and agricultural equipment. Experience with onboard and computer based diagnostic systems and programs. Strong oral and written communication skills are required to prepare publications and present training materials. Excellent communication and interpersonal skills are required to work effectively with multiple internal and external customers. Travel: approximately 30%; domestic and international Skilled in Microsoft Office software (Word, Excel, PowerPoint, Outlook) and internet. Able to work in a fast-paced environment where a quick response to multiple technical needs routinely impacts the work schedule for longerterm projects. About The Toro Company: The Toro Company (NYSE: TTC) is a leading worldwide provider of innovative solutions for the outdoor environment, including turf, snow and ground-engaging equipment, and irrigation and outdoor lighting solutions. For over 100 years, our ideas have transformed the way professionals and homeowners care for their outdoors, including many leading sports venues and historic sites around the world. Across our strong family of brands, our success is founded on building trusted relationships, creating innovative products and following ethical business practices - ideals shared by our nearly 7,000 employees around the world. With sales of $2.4 billion in fiscal 2015, Toro consistently delivers strong financial performance and market leadership We are proud to be an Equal Opportunity Employer including protected veterans and individuals with disabilities. Job Location Bloomington, Minnesota, United States Position Type Full-Time/Regular About Toro: Headquartered in Bloomington, MN, The Toro Company delivers innovation through a surprising array of products. Since 1914, our ideas have transformed the way professionals and homeowners care for their outdoor landscapes. An excellent reputation, strong brands, ethical business practices, and a culture founded on trust and respect are ideals shared by our employees. With annual revenue of $2.0 billion, Toro consistently delivers strong financial performance and market leadership. More than 5,000 global employees form a strong community with a world of opportunities to learn and contribute. Ideas and ideals. That’s life at Toro. We are proud to be an Equal Opportunity Employer including protected veterans and individuals with disabilities. Refer to ID 17131482_1 when applying
Share this:
