Equipment Technical Support Representative - The Toro Company

ttc; BLOOMINGTON (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

The Toro Company is seeking an Equipment Technical Support Representative for the Siteworks division in Minnesota. You will provide front-line technical and customer support to dealers, distributors, and internal teams to resolve issues and ensure a high-quality experience.

Responsibilities include diagnosing mechanical and electrical problems, interpreting schematics, supporting SAP-based order management, and collaborating with engineering and manufacturing to improve products.

Qualifications

• Associate's degree or technical certification in a related field (mechanical, electrical, heavy equipment, or similar) OR equivalent experience.
• Technical Support Representative I: 0-2+ years' experience in technical support, equipment service, or construction/light equipment industry preferred.
• Technical Support Representative II (Mid): 3-5+ experience in technical support, equipment service, or construction/light equipment industry required.
• Working knowledge of mechanical systems (hydraulics, engines, drivetrains) and electrical/electronic systems (battery, controls, CAN, diagnostics).
• Strong troubleshooting and problem-solving skills across mechanical and electrical systems; SAP/CRM experience preferred.
• Ability to interpret technical documentation, schematics, and parts diagrams; strong verbal/written communication.
• Ability to work independently and collaboratively; demonstrated customer focus; valid driver's license.

Responsibilities

• Manage a high volume of calls, emails, and case requests with strong customer service.
• Develop working knowledge across Siteworks equipment, including light construction and electric-powered products.
• Diagnose and resolve technical, mechanical, and electrical issues using schematics and manuals.
• Provide front-line technical support to dealers, distributors, rental partners, and internal teams.
• Support SAP-based order management processes including entry, changes, and shipment tracking.
• Interpret engineering prints and electrical schematics to identify parts and resolve issues.
• Collaborate with engineering, quality, and manufacturing to escalate issues and drive improvements.
• Offer guidance on battery tech, charging systems, controllers, and diagnostics.
• Maintain cross-functional relationships and navigate internal processes for timely information.
• Occasional field activity or product movement; travel may be required.

Skills

Troubleshooting

Communication

Independent worker

Team collaboration

Customer focus

Education

Associate's degree or technical cert

Tools

SAP

CRM

Job description

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.

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 a healthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career.

The Siteworks division is seeking to add a Equipment Technical Support Representative to support our growing portfolio of light construction and electric equipment. This role provides front-line technical and customer support to dealers, distributors, and internal teams, ensuring timely issue resolution, accurate information, and a high-quality customer experience. The position plays a key role in supporting product performance, driving customer satisfaction, and enabling the continued growth of the Siteworks business.

What Will You Do?

• Manage a high volume of incoming calls, emails, and case requests in a timely manner while maintaining strong customer service standards.
• Develop and apply working knowledge across a broad portfolio of Siteworks equipment, including light construction equipment and electric-powered products (e.g., battery, hybrid, and electronically controlled systems).
• Diagnose and resolve technical, mechanical, and electrical issues using available tools such as schematics, service manuals, engineering drawings, and diagnostic resources.
• Provide front-line technical support to dealers, distributors, rental partners, and internal teams related to equipment troubleshooting, part identification, system diagnostics, and product performance.
• Support order management processes within SAP, including order entry, order changes, inventory checks, part availability, pricing, and shipment tracking.
• Interpret engineering prints, parts catalogs, and electrical schematics to support accurate part identification and issue resolution.
• Partner with engineering, quality, and manufacturing teams to escalated product issues, communicate field feedback, and support continuous improvement efforts.
• Provide guidance on electric equipment systems, including battery technology, charging systems, controllers, and electronic diagnostics (training provided as needed).
• Resolve customer discrepancies and authorize appropriate actions (returns, credits, debits) within established guidelines.
• Maintain strong cross-functional relationships to effectively navigate internal processes and provide timely, accurate information.
• Exercise independent judgment to make sound decisions balancing customer satisfaction, business impact, and policy alignment.
• Support occasional field activity or product movement as needed (dealer visits, shipments, or hands-on validation).
• Perform other duties as assigned

What Do You Need?

• Associate's degree or technical certification in a related field (mechanical, electrical, heavy equipment, or similar) OR equivalent experience.
• Technical Support Representative I: 0-2+ years' experience in technical support, equipment service, or construction/light equipment industry preferred.
• Technical Support Representative II (Mid): 3-5+ experience in technical support, equipment service, or construction/light equipment industry required.
• Working knowledge or ability to learn: Mechanical systems (hydraulics, engines, drivetrains)
• Electrical and electronic systems (battery, controls, CAN systems, diagnostics)
• Strong troubleshooting and problem-solving skills across mechanical and electrical systems.
• Experience with SAP, CRM, or technical support systems preferred.
• Ability to interpret technical documentation, schematics, and parts diagrams.
• Strong verbal and written communication skills with the ability to support both technical and non-technical audiences.
• Ability to work independently and collaboratively across teams.
• Demonstrated customer focus and ability to manage high-pressure situations.
• Valid driver's license with acceptable driving record.

WORK ENVIRONMENT

• Primarily office-based with regular interaction in a shop/lab environment supporting equipment diagnostics and validation.
• Exposure to mechanical and electrical equipment, including moving machinery and powered vehicles.
• Ability to lift up to 50 pounds.
• Fast-paced environment with competing priorities, high customer interaction, and occasional escalations.
• Occasional travel may be required (dealer visits, training, or field support).
• Standard work schedule may include extended hours or overtime bas