Field Service Support Specialist I or II - 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 Twin Cities to build a career.

The Field Service Support Specialist will be traveling to support autonomous / robotic and GNSS machines. The immediate need will be to lead and execute customer site setup, maintain prototype machine up time and data collection. The field support will continue to be required to collaborate with distribution SMEs for coaching and mentoring on new technology. They are learning from field experience and providing feedback to the Technology Service Manager.

They will support industry-leading products in the field, that leverage innovation and technology to enhance productivity for our customers. They are the Lead site setup as subject matter expert for installations of new engineering product; respond to and resolve technical inquiries quickly and accurately along with performing technical research to quickly identify product issues, and provide technical product support.

This opportunity is NOT eligible for VISA Immigration Sponsorship.

Field Service Support Specialist I = 0 to 2 years of related technical service experience. Demonstrates a working knowledge of 2-cycle, 4-cycle and diesel engine theory, basic electricity and power equipment drive systems. Demonstrates a working knowledge of machinery mechanical systems, equipment operation, repair and maintenance and the ability to resolve moderately complex technical issues.

Field Service Support Specialist II = Requires a minimum of 2 to 6 years related technical service experience. Demonstrates a broad knowledge of technical concepts related to equipment operation, repair and maintenance and the ability to resolve complex technical issues.

What will you do?

• Partner with Engineering and Distribution to setup new customer locations for Autonomous machines and establish sustainable processes. Travel to location for site assessment, property mapping and setup

• Be a Toro advocate and demonstrate technical expertise for customers and distributors.

• Captures comprehensive and critical data related to digital and autonomous issues. Data may come from a variety of sources such as voice of customer, distributor service personnel, telephone calls, emails, etc.

• Actively interfaces with external and internal departments to resolve difficult technical issues

• Partner with Aftermarket Service Team, TAC and Distributor SMEs in testing and validating new workflow processes within distributor facilities. Drive new processes and business model with distribution

• Provide subject matter input for technical training development for external and internal (eLearning, hands-on training, customer training packages, webinars, publications)

• Work independently with high levels of initiative

• Project management skills required for coordinating installations and tracking machine issues

• Field support for escalated issues from Digital and Autonomous product. (GeoLink Solutions, myTurf, etc.)

What do you need?

• Bachelor’s degree in a technical discipline or equivalent experience in related industry.

• At least two (2) to three (6) years prior experience in customer support or training environment.

• This opportunity is based at the Minneapolis/Bloomington Corporate Headquarters. Must have the availability for domestic and/or international travel, required up to 50-70% percent of the time, along with appropriate expense reporting duties.

• Must have ability to acquire and maintain a valid driver's license and passport.

• Must possess a high degree of technical aptitude in technologies such as: electrical, electronic control systems, CAN, hybrid technology, global positioning systems and augmented/virtual reality (AR/VR). Proficient at reading specifications or technical documents and electrical/hydraulic schematics.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• 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 complex technical issues.

• Customer support experience 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.

• 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.

Job Dimensions:

• Ability to work unsupervised and in ambiguous environment while still effectively achieving goals.

• The employee must occasionally lift and/or move up to 70 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit and stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.

• Is an organized self-starter with the initiative to carry out duties independently.

• Demonstrated ability to handle difficult, sensitive, or confidential situations. Demonstrated leadership, oral and written communication skills, including the ability to influence all levels of management.

What Can We Give You?

At The Toro Company, 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 - The Toro company offers employees at our Bloomington, MN headquarters location a variety of perks, including:

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

• Location: Conveniently located at the corporate headquarters, near both St. Paul and Minneapolis, we are centrally located for most commuters!

• Food: Take advantage of our onsite café, which serves both breakfast and lunch. With a Caribou Coffee attached, you can grab a snack and a coffee at any time during your day.

• Wellness: The Toro Company’s HQ offers complimentary use of our onsite fitness facility to employees. In addition to physical wellbeing, TTC offers a variety of mental health and financial health resources to all employees.

• Competitive Salary: Salary will be determined by experience and qualifications. If you need to, you can access your pay early with the EVEN app.

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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