Technical Service Representative

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. With distributors and thousands of dealers across North and South America, ECHO is constantly anticipating the future of the outdoor power equipment industry and the need for environmental sustainability. Working for ECHO means joining a team of people who are committed to collaboration, innovation, creativity, and high-quality products that make us a globally competitive brand.
ECHO is adding to our Technical Service Team! The Technical Service Representative will be responsible for troubleshooting technical inquiries while providing exceptional customer service to our dealers. This is a remote position.
Some of our benefits include:

• 11 paid holidays
• Extremely affordable medical, dental, and vision insurance
• Paid PTO
• 5% 401K match
• Tuition Reimbursement

Duties/Responsibilities:

• Provide Technical Call Center Support of ECHO and Shindaiwa and other OPE products to dealers by logging into the ECHO phone system and taking live dealer calls.
• Respond timely to all dealer technical inquiries at service@echo-usa.com .
• Provide comprehensive and advanced diagnostic training of dealership service personnel as required at regional training classes including attending and representing the company at scheduled training events.
• Deliver service related product updates and assistance to dealers during scheduled dealer visits.
• Utilization and Training of the ECHO Inc. Business Portal and other like systems used by other manufacturer product lines supported by the distributor.
• Development of dealership service personnel and in providing recommendations about their service shop facilities.
• Schedule regional training classes and ensure dealers complete online Echo Schools.
• Responsible for all warranty approval, processing and crediting functions.
• Resolve all customer case management issues and other end user complaints/disputes.
• Provide Parts and Accessories Support.
• Investigates the condition of returned parts, warranty claims and customer applications for product problems.
• Provides sample parts, technical advice, warranty reports, detailed information and probable causes of the failures to the appropriate manufacturer.
• Possess a strong business knowledge to assist dealers in the resolution of business issues related to their dealership and our products.

Job Experience/Skills:

• Minimum 5-10 years' mechanical engine repair experience and related training in 2 or 4 stroke engine technology, diagnostics, and troubleshooting.
• Distributor or Retail dealership experience or equivalent or a combination of education and hands on shop experience.
• Strong technical knowledge of hand held air-cooled 2-stroke outdoor power equipment.
• Possess excellent technical problem solving skills.
• Must be willing & able to make presentations to large gatherings as well as one-on-one communications.
• Ability to travel 3-4 months of the year and make periodic dealer visits in GED territory.
• Strong verbal and written communication skills for interaction with all levels of customers and ECHO Inc. personnel.
• Must have good typing skills and be proficient in operation of a personal computer using Windows applications. (Word, Excel, PowerPoint, Outlook, and SharePoint).

Educatiion:

• Associate or Bachelor degree in a technical, business or communications field a plus
• Small Engine Degree or EETC Certification

Equal Opportunity Employment:
We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.
E-Verification:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.