Technical Service Representative/Dealership Tech - Ventrac

Who Are We?

Ventrac, a division of the Toro Company, is a growth-oriented company located in Orrville, Ohio. Our team is dedicated to excellence through innovation, a strong work ethic and quality workmanship. Join the Ventrac team who feels passionate about the products we build for commercial lawn care use. We are known for our culture of respect and collaboration, which can be measured by our low turnover, open communication, and the excitement in the air. We believe our employees are truly the most valuable asset. We not only believe that, but we also make decisions that align with that concept. We are dedicated to attracting and developing a diverse team of individuals who are committed to the success of our team at Ventrac.

The Technical Service Representative has two major functions - technical customer service and warranty claim support.

• Technical Customer Service support: Provides advanced product support, troubleshooting help and repair advice to dealer & distributor technicians. Candidates must demonstrate outstanding technical customer service and problem-solving skills. It is essential that this person enjoys speaking to people and is comfortable interacting with customers via phone, email and in-person on equipment failures, product complaints and warranty concerns.

• Warranty Claim Support: Oversees the WRTV process (Warranty Return to Vendor). Receive and evaluate warranty return parts, find probable cause of failure, return failed parts to supplier for failure analysis, collaborate with purchasing to address supplier part concerns, recommend improvements where needed, process warranty claims.

What Will You Do?

In order to grow and build a successful career with The Toro Company, you will be responsible for: 

• Cultivate positive and helpful relationships with our dealers & distributors.

• Provide advanced technical support, troubleshooting help and repair advice to dealer technicians.Listen to, give direction and find acceptable solutions for upset and disgruntled customers.   Evaluate failures, determine warranty, find probable causes and decide if further action is required. Log pertinent call information for tracking and future reporting purposes.

• Oversee the WRTV process and assist in warranty claims processing.

• Address product concerns or failure trends with the Department Supervisor and other departments as needed.

• Troubleshoot and repair equipment as needed (in house or at dealer locations).

What Do You Need?

To be considered for this role, an individual should meet the following minimal requirements: 

• 2+ years’ mechanical experience working on commercial turf or related equipmentAND 2+ years’ experience working in Technical Customer Service in the Equipment Industry.Must have advanced understanding and experience troubleshooting, repairing and diagnosing problems on hydraulic systems, 12-volt electrical systems, mechanical systems and gasoline & diesel engines.

• Preferred qualifications:2+ years of certified training in Ag/Diesel or Sports/Commercial Turf equipment repairs;OR5+ years of experience troubleshooting and repairing small gasoline and diesel engines; OR5+ years of experience troubleshooting and repairing hydraulic systems and 12-volt electrical systems.Previous work experience troubleshooting, diagnosing and repairing Ventrac equipment strongly preferred.

• Strong written and verbal communication skills with the ability to communicate in detail and troubleshoot effectively through email using pictures, diagrams and written explanation.

• Ability to maintain composure and communicate effectively with unhappy customers.Strong interpersonal skills – professional, courteous, friendly and helpful.Preferred: Formal Customer Service Training. Enjoys speaking and interacting with people at a high technical level.

• Proven ability to work as part of a team, accept feedback and make necessary changes.

• Excellent computer and keyboarding skills (Excel, Word, Outlook, and Internet).

• Self-motivated with excellent project, time management and organization skills.

• Physically able to safely operate, work on and repair Ventrac equipment.

What Can We Give You?

At American Augers 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 – American Augers offers employees at our West Salem, OH location  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. 

• 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. 

• Volunteerism - The Toro Company is proud to provide employees 20 hours of paid time to volunteer in the community. 

• 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 – 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. 

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.