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ECHO Incorporated · 17 hours ago

Technical Service Representative

Denver, Colorado, United States

Full-time

Hybrid

Mid, Senior Level

$60K/yr - $60K/yr

5+ years exp

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. The Technical Service Representative will be responsible for troubleshooting technical inquiries while providing exceptional customer service to dealers.

Consumer GoodsEnergy

Responsibilities

Provide Technical Call Center Support of ECHO, 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 emailed to the department inbox

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 department functions to increase shop efficiency and productivity

Schedule regional training classes and ensure dealers complete online Echo Schools

Responsible for all warranty processing functions

Resolve all customer case management issues and other end user complaints/disputes in a timely manner

Provide Parts and Accessories Support

Investigate the condition of returned parts, warranty claims and customer applications for product problems

Provide sample parts, technical advice, warranty reports, detailed information and probable causes of 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

Qualification

Mechanical engine repairTwo-stroke engine technologyTechnical troubleshootingCustomer serviceWindows applicationsPresentation skillsTyping abilityBusiness knowledgeVerbal communicationWritten communication

Required

Minimum of 5–10 years of mechanical engine repair experience, including formal training in two- and four-stroke engine technology, diagnostics, and troubleshooting

Experience in a distributor or retail dealership environment, or an equivalent combination of education and hands-on shop experience

Strong technical expertise with handheld, air-cooled two-stroke outdoor power equipment

Demonstrated ability to diagnose and resolve complex technical issues

Comfortable delivering presentations to large groups as well as providing one-on-one technical guidance

Willingness and ability to travel up to 3–4 months per year, including periodic dealer visits within the EDD territory

Excellent verbal and written communication skills, with the ability to engage effectively with customers and ECHO Inc. personnel at all levels

Proficient computer skills, including strong typing ability and working knowledge of Windows-based applications such as Word, Excel, PowerPoint, Outlook, and SharePoint

Associate or bachelor's degree in a technical, business or communications field a plus

Small Engine Degree or EETC Certification