Product Service Administrator I bei ECHO Incorporated

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.

We are seeking a Product Service Administrator to join our team.  This role provides technical assistance to our customers, dealers, and distributors on all ECHO and Shindaiwa products.  This position is important to our Product Service department as it reviews warranty claims, assists customers with issue resolution, and provides technical assistance to all our North American distributors.

The salary range for this position starts at $72,000 depends on experience and qualifications.

This is a hybrid position that will offer the flexibility of working from home and on-site at our Lake Zurich facility.

ECHO’s benefits include:

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

Duties/Responsibilities: 

• Warranty Administration:  Reviews and approves warranty claims through ECHO’s Business Portal.  Process claims for distributors. Recommends enhancements to the Business Portal warranty claim entry system.  Resolves problems with warranty claim entry on ECHO’s Business Portal.  Administers compliance with warranty policies/procedures and regulations concerning warranties.
• Customer Assistance: Resolves customer issues with dealers, distributors, or Customer Repair Centers, which are above the scope of the supervisor of the Consumer Support Department.  Assists dealers, distributors, customers, and consumers with good will authorizations for non-warranty issues.
• Technical Assistance: Provides assistance to all North American distributors, Home Depot RLC, Home Depot Tool Rental technicians, OEM’s and customers with problem areas relating to field troubleshooting, failure analysis and warrantable/unwarrantable repairs. 
• Assists with the Creation of the Distributor Service Communicator: Gathers information and provides content for the ECHO’s Technical Service Communicator once per month.
• Parts Inspection and shipments to Parent Company: Arranges parts inspection meetings with ECHO service staff to review failed parts from the field and determine root cause of failure. When needed prepare letters to the Parent company and suppliers outlining the parts being shipped along with back up materials. Prepare failed parts and unit shipments to parent company or suppliers.
• Monthly Service Meeting Responsibilities: Participates in the Monthly Service Issue Meeting Group and participates in scheduled after hour video conferences with our parent company or suppliers. Responsible for action items related to the meeting and to perform them as top priority within the time specified by the meeting chairperson.
• Flat Rate Times/ Labor Rates: Confirms and develops flat labor time for new or existing products for North and South America.  Recommends suitable revisions and new warranty codes to management, based on field input about warranty policy procedures and flat rate time development.  Set up unit model family information to make sure warranty claims and registrations can be entered.
• Additional Department Duties: Performs various other duties and assignments as requested to assist in the operation and overall functioning of the department and company.  This may include:  quality audits, procedures outlined in service manuals, provides technical assistance/product knowledge to Sales and Marketing and Aftermarket Departments, demonstrates product operation and performance in the field, prepares training programs when needed using Power Point, visual charts, scripts, and course manuals; conducts and assists training sessions in the field.  
• Field Visits: Performs field visits to North American distributors (minimum two times per year) and annual visits to other customers to investigate, report, test, and resolve product field failures. 
• Product Field Test Evaluation: Places and monitors improved service parts and products through distribution, dealer, and end users.  

Job Experience/Skills: 

• Minimum (2) years’ experience in service or warranty administration.
• Strong working and technical knowledge of handheld air-cooled 2-stroke engine equipment.
• Working knowledge of 4-stroke engines and Generators a plus.
• Has working knowledge of DC electrical components, theory of operation and technical terms a plus. 
• Excellent technical problem-solving skills and excellent verbal communication skills. 
• Must have good typing skills and proficiency in operation of:  Word, Excel, Powerpoint and SharePoint.
• Bilingual English and Spanish speaking a plus.

Education:  Associate's Degree preferred or equivalent work experience.

Equal Opportunity Employment:

We are an equal opportunity employer. We welcome all applicants.

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.