Technical Service Representative, Diagnostic - Exmark

JR12744 Technical Service Representative, Diagnostic  - The Toro Company

 

Who Are We?  

At our Exmark location in Beatrice, Nebraska, our teams pride themselves as being the premiere, best-in-class brand for our Landscape Contractor markets.  Exmark joined the Toro family in 1997, and since has been a key component to the organization ever since.  Here, you will find a family-oriented culture, with employees ranging from recently hired to 30 years of service allowing you to be part of new, innovative ideas while learning from some highly skilled, highly talented professionals.  All Exmark products are designed to help customers increase productivity while delivering unmatched quality.

 

Your Opportunity:

The Technical Support Representative supports 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 Beatrice, NE division headquarters.   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, Exmark Division you will be responsible for: 

• Product Issue Support:  60% of Role:  Respond to distributor, dealer, mass merchant, or end customer technical and quality inquiries/issues/complaints from a variety of sources (phone, electronic case submissions, emails, etc.) and resolve these issues by involving and collaborating with others as needed to implement quick and accurate solutions. Leverage and drive digital and technological transformation in-service support activities by utilizing current and future technologies to gain efficiencies in technical support (i.e. augmented reality/virtual reality (AR/VR), wearables, Machine to Machine (M2M) communication, diagnostic tool advancement, telematics, etc.). Assist our service channel with our newest technology in the areas of global positioning systems (GPS), electronic engine/systems (Tier 4), Controller Area Network (CAN) controls, hybrid technology, autosteer technology, remote diagnostic systems, lithium-ion batteries, and more. Document all issues and complaints via case management system and standard operating procedures.

• Technical Communications and Manuals: 5% of Role:  Create and publish technical service bulletins and alerts. Perform technical publication reviews (service manuals, diagnostic manuals, operator’s manuals, etc.) Support fault code diagnostic test development and implementation. Support the development and implementation of technical videos for both training and technical reference. Document field support visits to address quality and training issues.

• Technical Training Support:   5% of Role:  Provide subject matter input for technical training development (eLearning, hands-on training, customer training packages, webinars). Conduct and support hands-on technical training events (factory training). Support Technical Assistance Center (TAC) and inter-departmental events (schools, seminars) by providing technical support and presence as a subject matter expert.

• New Product Development: 5% of Role: Actively interface with internal cross functional groups including sales, field operations, engineering, marketing, quality assurance and manufacturing to address technical issues during new product development and aftermarket support. Support new product development teams to ensure that product service issues and design for serviceability (DFS) needs are listened to and acted upon. Ensure all service assets and training are completed for product release.

• Customer Relations:  15% of Role:   Support, advocate and provide a strong customer orientation. Build strong relationships with distributors, dealer, mass merchants, or end customer personnel such as service technicians, shop foremen, service managers, sales representatives and end-user customers. Conduct field support visits to support quality issues and escalated product issues.  Review and adjudicate after warranty support and policy exception requests.

• Quality Support:1 0% of Role:  Analyze product complaints/case data/warranty data in order to identify trends and issues and recommend countermeasure action(s). Drive action with product teams in prioritizing issues and creating and executing resolution plans.

• Other: Pursue and maintain technical knowledge in areas such as M2M, GPS, wireless, hybrid, and other technologies, along with an in-depth understanding of how these technologies interact with Toro equipment. Support on-going process and lean improvements to deliver higher value to internal and external customers. Other assigned tasks as necessary.

Other Job Related Components:

• Directly impacts customer care and organizational excellence at the distributor, dealer, mass merchant, or end customer level in meeting the Customer Satisfaction Index with a rating of more than 9.0 (CSI 9+) along with Fix it Right the First Time, Meet Promise Date, Turnaround Time and Defects Per Unit (DPU) metrics.

• 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.

• Accountable for Technical Assistance Center service and quality metrics/goals.

• 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 required  minimal requirements: 

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

• Ability to travel  10-15%; and obtain/maintain an active and valid driver's license.

• Ability to host group-trainings: anticipated audiences range from 10 to 100 people per training.

• 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. Experience in the areas of fleet equipment maintenance, reel and rotary mower theory, sprayers/chemical application, aerification, and turf grass maintenance practices is preferred.

• Customer support experience is necessary with a proven ability to listen and empathize appropriately with customers as well as communicate effectively with both technical and non-technical individuals. Experience in a distributor or dealer channel environment preferred.

• Demonstrated ability to identify and resolve problems promptly. Ability to build strong relationships with customers and peers.  Time management, multi-tasking and organizational skills/experience required.  Must have the ability to work in a fast paced, high-demand problem-solving environment with the ability to meet and/or negotiate timelines as necessary.

• Proficient in use of computer applications, including Microsoft Office software suite.

Preferred: 

• Bachelor degree in engineering with mechanical, electrical/software, manufacturing, or automotive emphasis is preferred.

• Prior experience with Raspberry Pi or Arduino; C++ or Python; controls or automation; and/or autonomous electronic projects.

• Multi-lingual skills highly preferred.

 

What Can We Give You? 

At Exmark, we are always working to make sure our employees know just how valued they are. In addition to a competitive salary, an affordable and top-tier medical/dental/vision plan, 401k, and many other great benefits – Exmark offers employees a variety of perks, including: 

• Dress for your day - We know you're more productive when you're comfortable, which is why employees are encouraged to take advantage of our casual, office-plant blended environment. 

• Office Location - Conveniently located at the Exmark Division Headquarters in Beatrice, NE 68310. Special consideration may be granted for current internal TTC employees at alternate division locations, to work 5-days on campus at the current facility. 

• Summer Hours – Enjoy a flexible schedule during the summer! By working a little more during the first few days of the week, TTC employees at our Bloomington HQ are able to start their weekends early and leave by noon on Friday. 

• Wellness - In addition to physical wellbeing, TTC offers a variety of mental health, financial health, and other types of resources to every full-time employee. 

• Growth Opportunities – TTC prides itself on giving our employees the chance to grow their careers. Tuition reimbursement, opportunities to move into new areas of interest, and promotion opportunities are a few examples.  

• Competitive Salary – A reasonable estimate for this opportunity is $62,000 -$77,500 annually.  The pay range takes into account skills, experience, education, and location. It is not common to be hired at or near the top of the range; compensation decisions are dependent on the facts and circumstances of each case. Cash compensation is one piece of our competitive total rewards package. If you need to, you can access your pay early with the One@Work app, formerly the Even app. 

At The Toro Company, we are committed to fostering a secure and trustworthy recruitment process for our applicants. Recruitment fraud is a potential threat to job seekers, so please be aware that throughout our recruitment process, you’ll never be required to pay any fees or disclose personal financial details when applying to TTC opportunities.   

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non-merit factors. We are committed to creating a welcoming environment for all employees.

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