Field Service Support - American Augers

Who Are We?

American Augers, located in West Salem, Ohio is a division of The Toro Company. American Augers builds the largest horizontal directional drills in the industry, and a full range of auger boring machines. With the rugged user in mind, American Augers rigs are built to last and backed by 24-hour worldwide support.  We enjoy coming to work because our plant is our community, we see our teammates not only as co-workers but as neighbors and family members. All of our locations build the intricate network of machinery that contributes to The Toro Company. We contribute to building communities, cities, and the world.  We invite you to apply and join a team of highly skilled, and highly passionate people. 

Your Opportunity:

The Field Service Support Specialist III offers field support for industry-leading products that leverage innovation and technology to enhance productivity for our customers. 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.This role will be traveling to support autonomous/robotic and GNSS machines. They will lead the coordination and execution of new site setups and training events. The field support role will be responsible for data collection and collaboration with internal and external stakeholders.

Sponsorship:

• Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa , regardless of expiration date, now or in the future.

Work Location / Environments:

• This is a remote OHIO opportunity is based out of the West Salem, Ohio (American Augers Division Headquarters).

• Travel as required up to 50% along with appropriate expense reporting duties often with less than 24 hours notice to be dispatched to a field repair on site, trade and equipment shows, etc.(Air and highway, domestic and international).Must have the availability for domestic and/or international travel, required up to 50% percent of the time, along with appropriate expense reporting duties.

• Must be able to obtain and maintain an active and vaild USA passport and driver's licence at all times.

• 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.

• Handles and positions components weighing in excess of 50 pounds.

• Works in a variety of places: under and on top of heavy construction equipment, in tight quarters, in awkward position.  Use a variety of hand and power tools including: Wrenches, screwdrivers, hammers, cutting torches, welders and impact tools. Works with hazardous materials, including solvents, oils, grease, and fuels.

• Outdoor environment includes work in all kinds of weather while operating and demonstrating machinery and construction site conditions such as open excavation, unimproved land and uncompleted structures, etc.

• Regular, extended use of the telephone and computer.Office environment part of time, regular trips to the shop and outside work. The shop and outdoor environment include physical hazards such as utilities (typically gas, electric, and water, communication and fiber optic lines) powered vehicle, bicycle and pedestrian traffic, sharp objects and moving machinery.

• Flexibity with rapidly changing schedules, deadlines, and other work requirements is required.Rapidly changing demands, schedules, and deadlines.  Workday is often defined by customer’s job requirements

What Will You Do?

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

• 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 models 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 are required for coordinating installations and tracking machine issues.

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

What Do You Need?

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

• Must be able to obtain and maintain an active and vaild USA passport and driver's licence at all times.

• Must be 18+ years old to rent a vehicle in the USA.

• Technical school graduate in automotive, robotics, with 4 - 7 years related work experience, OR Bachelor’s degree in engineering with mechanical, electrical/software, computer science, (other applicable engineering discipline)

• Ability to work unsupervised and in ambiguous environment while still effectively achieving goals.Ability to build strong relationships with customers and peers.

• Must possess a high degree of technical aptitude in technologies such as: electrical, electronic control systems, CAN, hybrid technology, global positioning systems and electrical controlled hydraulics.

• 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. Demonstrated ability to identify and resolve problems in a timely manner.

Preferred Qualifications:

• Master's degree in marketing, business, engineering or related field is preferred. 

• Multi lingual skills are preferred, but not required.

Job Title:

The job title will be based on academic and prior years of directly related experience.

• Field Service Technician / Product Sales Specialist I – 0-2 years experience in sales and marketing; Upon training, be able to operate and effectively demonstrate heavy construction equipment. This includes work in “the field” or in “dynamic/active” construction site conditions.

• Field Service Technician / Product Sales Specialist II – 2-4 years of experience in the training field or equivalent of American Augers or Ditch Witch related skills. Training and experience in sales and marketing and a very high level of technical expertise related to our product line or the underground industry is preferred. He or she must have high-level of instructor led traits and skills, including a high-level of customer service, empathy and people skills.

• Field Service Technician / Product Sales Specialist III - 4-7 years of American Augers or Ditch Witch experience or equivalent in a related field. Training and experience in sales and marketing and a very high level of technical expertise related to our product line or the underground industry is preferred. He or she must have high-level of instructor led traits and skills, including a high-level of customer service, empathy and people skills. Be an excellent team builder. This person must exhibit a high level of competency and be a complex problem solver.

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 - The Toro company offers employees at our locations 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. 

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

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

• Competitive Salary – A reasonable pay range for this opportunity is $102,600-$123,100.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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