Technical Product Support, MaxiDrill & Reclamation Products - American Augers

About this role

Technical Product Support, MaxiDrill & Reclamation Products - American Augers

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?   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.    With that foundation in mind, we're excited to introduce an opportunity to join our team as a Technical Product Support for MaxiDrills and Reclamation (Product Support Specialist) is trained to provide technical support, feedback of field information and technical training on American Augers, Warlock Products, and Ditch Witch equipment. Additional responsibilities include: Problem solving with mechanical, hydraulic, electrical, and electronic systems; resolving customer issues; managing warranty claims; communicating customer needs; and performing other duties as assigned.  Product Support Specialist must demonstrate effective communication skills, group presentation skills and maintain a positive, professional attitude while working in demanding situations.

Work Location / Environments:   • Handles and positions components weighing in excess of 50 pounds.

• Regular, extended use of the telephone, PC, tablet and smartphone.

• Office environment most of the time, shop or outdoor work environment some of the time. The shop and outdoor environments include physical hazards such as powered vehicle, bicycle, and pedestrian traffic, sharp objects, and moving machinery. Outdoor environment includes work on unimproved terrain, at construction sites, and in all kinds of weather.

• 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.

• Occasional Travel (air and highway, domestic and international).

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

• Analyze information (technical manuals, blueprints, schematic drawings, etc.) to fully understand the equipment’s mechanical, hydraulic, electrical, and electronic systems.

• Apply knowledge of mechanical, hydraulic, electrical and electronic systems and understanding of equipment operation to resolve issues.

• Troubleshoot and diagnose problems with equipment. This includes monitoring and testing the equipment's performance, using gauges, meters, etc.

• Communicate field problems and suggested solutions for resolution.

• Create and maintain records including warranty claims and documenting equipment issues.

• Repair and implement upgrades to equipment.

• Use PC’s to develop, distribute, and present technical and training information to groups of people. This includes gathering, organizing, and effectively communicating information about mechanical, hydraulic, electrical and electronic systems.

What Do You Need?   To be considered for this role, an individual should meet the following minimal requirements:  • High School Diploma and a minimum of 1-5 years of relevant American Augers or Ditch Witch or related experience.

• Technical Product Support I – 1-5 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.

• Technical Product Support II – 5-10 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.

• Technical Product Support III - 10+ 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 ​

• Prior demonstrated success with appropriate knowledge and skill in demonstrating American Augers, Warlock Products, and/or Ditch Witch products - or relevant industry experience.

• Diagnose mechanical, electrical, and hydraulic problems and determine how to correct them using blueprints, electrical and hydraulic schematics, technical, operations, and service repair manuals, and parts catalogs as necessary.

• Possess intermediate Electrical/Electronic experience, knowledge and skills.

• Demonstrate excellent communication skills. This includes the abili

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