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Product Support Specialist I

3 months ago

Perry, United States The Toro Company Full time

What Can We Give You?

Medical, Dental, Vision, 401K Matching up to 4%, Life Insurance, Tuition Reimbursement, 10 Paid Holidays, Paid Parental Leave, and more

Product Support Specialist I at Subsite:

This employee provides technical support, feedback of field information and training on Subsite equipment. Requires problem solving of Subsite systems, resolving customer issues, managing warranty claims, communicating customer needs, and occasional travel to resolve product issues with customers or dealers. This employee works with more senior Specialists within the group and is more closely monitored by manager for progress within role.

What Will You Do?

  • Provide accurate, timely and professional responses to requests from customers, sales channels, and Subsite employees for assistance in resolving product performance or application issues, via telephone or onsite visits.

  • Use electronic test instruments to aid in the troubleshooting of electronic components.

  • Coordinate unit problem verification with manufacturing, engineering, and sales.

  • Analyze and apply information from a variety of technical sources, including interviews with engineers, operators, and suppliers.

  • Listen to, analyze, and provide answers to phone inquiries about units in for service and other general information.

  • Interface with all departments to bring a mutual satisfaction to customer problems and complaints.

  • Use computer word processing, spreadsheet, and various other information systems to produce appropriate files and documents.

  • Troubleshoot problems over the phone. Listen to field problems and suggest solutions for resolution.

  • Help develop, distribute, and present technical and training information.

  • Create and maintain records, including warranty claims and documentation of unit problems.

  • Maintain positive, professional relationships with dealers, customers, and Subsite personnel.

  • Make presentations to groups of people. This includes gathering, organizing, and effectively communicating electronics technical information.

What Do You Need?

  • Demonstrate excellent communication skills in person, by telephone, and in writing, presenting a professional self-confident image.

  • Maintain a positive, professional attitude while working in demanding situations. 

  • Must be able to demonstrate effective communication skills, attain or grow group presentation skills.

  • Be willing to work overtime or travel on short notice, work or travel on weekends as needed. 

  • Sufficient computer skills to complete daily job functions on time. 

  • Have an excellent work record of self-motivation, judgment, productivity, attendance, and behavior.

  • Previous customer service experience preferred, but not required.

  • Have a strong electronic aptitude, including appropriate experience with or desire/potential to learn Subsite electronics equipment.

Work Environment: 

  • Regular extended telephone communication with customers, dealers, and distributors.

  • Office environment most of the time.

  • Eventually, occasional travel both domestic and international. Up to 25%.

  • A variable work schedule, (typical 8-hour days) with hours that vary according to the needs of the job. During emergencies or critical deadlines, this employee must work until the job is finished which could include after hours or weekends.

  • Must be willing to carry a company issued cell phone 24/7 and provide support as needed.

  • Rapidly changing demands, schedules, priorities, and deadlines.

Who Are We?     

Subsite Electronics, located in Perry, Oklahoma is a division of The Toro Company. Subsite Electronics provides underground construction professionals the most comprehensive suite of electronic products in the industry, including Horizontal Directional Drilling (HDD) guidance equipment, utility locators, utility inspection systems, and equipment machine controls. 

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.