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 complex technical issues. 

• Mathematical Skills:  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.

• Telephone and Talk/Type Skills:Demonstrated ability to handle difficult and sensitive situations, ability to lead projects and motivate others, and proven organizational and planning skills required.Strong verbal, written and telephone skills are necessary.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, manage time effectively, be organized and a self-starter with the initiative to carry out duties without every detail being supervised. 

Preferred:

• Academic: Bachelor’s degree preferred in a technical discipline.

• Experience: (4+) years in a customer support environment at Tier 1, a high-volume call center with back-to-back calls.

• General Business: Thorough knowledge of support policies and procedures, a solid understanding of general business management highly desired.

• Knowledge of applications, personal operating systems and/or languages preferred.

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 HQ 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 in Abilene, Texas, we are centrally located for most commuters! 

• 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. 

• Competitive Salary– A reasonable estimate for this opportunity is $47,200-$56,000 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.   

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy and related needs and conditions, 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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