Product Support Technician - HammerHead

Who Are We?

HammerHead, located in Lake Mills, Wisconsin is a division of The Toro Company. HammerHead delivers a unique combination of rehabilitation, replacement and installation equipment and consumables for the underground construction market. Offering unmatched field support and project consultation to customers worldwide.

The Product Support Specialist will provide technical assistance and support for Cured-In-Place Pipe (CIPP) and other underground technical equipment. This role is highly hands-on, with approximately 75% of time spent performing in-house diagnostics, testing, and repair of equipment, and approximately 25% of time in a desk-based setting supporting documentation, communication, and administrative activities.

This role involves troubleshooting, diagnosing, and resolving technical issues, as well as providing training and guidance to customers and field technicians. The position works to provide direct sales support to customers and internal employees through all forms of communication. This requires establishing and maintaining positive relationships with existing and potential customers.

The employee must demonstrate a high level of mechanical aptitude and technical expertise related to all segments of our product line, including the ability to diagnose, repair, and validate performance of complex equipment systems.

Sponsorship:

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment VISA at this time.

Work Location:

This opportunity is based out of Hammerhead Division, in Lake Mills, WI. Candidates should prepare for an onsite schedule, that includes 5-days on-site.

What Will You Do?

• Provide technical support and troubleshooting for CIPP and underground technical equipment.

• Perform hands-on diagnostics, teardown, repair, and reassembly of equipment in a shop environment.

• Diagnose and resolve technical issues reported by customers and field technicians.

• Conduct root cause analysis on mechanical, hydraulic, and/or electrical failures and implement corrective actions.

• Conduct training sessions for customers and internal staff on the proper use and maintenance of equipment.

• Collaborate with engineering and product development teams to address recurring issues and improve product performance.

• Maintain detailed records of support activities, including issues reported, solutions provided, and customer interactions.

• Assist in the development of technical documentation, including user manuals, troubleshooting guides, and training materials.

• Rental fleet management including rental and availability, including maintenance readiness and repair turnaround.

• Warranty administration management.

• Stay up-to-date with industry trends and advancements in CIPP and underground technical equipment.

• Create and maintain business relationships with customers.

• Assist sales managers in planning and conducting sales training programs, including equipment demonstration, equipment shows, dealership training events and customer delivered training events.

• Make presentations to groups of people, including gathering, organizing and effectively communicating technical information about technical systems.

What Do You Need?

• High School or GED equivalent required; Bachelors or Associates degree in engineering, technical support, or a related field preferred.

• A minimum of 2-5 years of prior experience in technical customer service, equipment repair, field service, or a similar hands-on technical role..

• Customer-focused with a commitment to providing high-quality support.

• Proficiency in using technical support software and tools.

• Strong mechanical aptitude with demonstrated ability to diagnose, repair, and rebuild equipment (mechanical, hydraulic, and/or electrical systems).

• 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.

• Maintain a current vehicle operator’s license. Ability to obtain and maintain an US Passport due to international travel in the future.

Other Job-Related Components

• Willingness to travel to customer sites as needed. Air and highway travel is expected. Typically, this employee travels less than 10% of their working time.

• Ability to lift and carry up to 50 pounds.

• Ability to flex schedule for unique customer schedules.

• Maintain a current vehicle operator’s license.

• Air and highway travel is expected. Typically, this employee travels up to as much as 10% of their working time.

• Regular work performed in a shop or lab environment with exposure to equipment, tools, and diagnostic systems.
  

What Can We Give You?

At HammerHead, 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 – HammerHead offers employees at our Lake Mills, WI 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 – A reasonable pay range is $70,000-72,000. 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 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.