ECHO Dealer Direct Product Service Manager at 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.

ECHO is looking for a Dealer Direct Product Service Manager to lead and inspire the Echo Dealer Direct service team, delivering expert technical support, engaging training, and seamless warranty management to empower dealer success.

The salary for this position starts at $95,000 a year based 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
• Newly renovated on-site gym

Duties/Responsibilities:

• Oversee the EDD Technical Service and Training team, including onboarding new staff.

• Serve as the Subject Matter Expert for EDD Technical Service, Training, and Warranty in all Dealer Integration Projects, providing recommendations and input as needed.

• Participate in budget planning and forecasting, including capital expenditure planning.

• Coach, mentor, and support employee development through goal setting and regular feedback.

• Monitor Call Center reports and ensure staffing levels meet dealer support needs based on call volume.

• Plan, coordinate, and deliver regional training classes, including scheduling and instructor duties.

• Manage escalated dealer calls, resolve disputes, and make goodwill decisions when appropriate.

• Ensure timely follow-up and resolution of all dealer technical inquiries submitted to [email protected].

• Create and maintain documented processes for the EDD Technical Service team.

• Provide live technical call center support for ECHO, Shindaiwa, and other OPE products by handling dealer calls via the ECHO phone system.

• Collaborate with the EDD Sales Department to resolve dealer issues and support dealer business initiatives.

• Deliver advanced diagnostic training to dealership service personnel at regional training sessions and represent the company at training events.

• Provide service-related product updates and technical assistance during dealer visits.

• Train dealers on the ECHO Inc. Business Portal and other manufacturer systems used by supported product lines.

• Assess and develop dealership service personnel and offer recommendations for service shop facility improvements.

• Ensure dealers complete online Echo Schools and training for other manufacturer product lines as required.

• Manage all warranty approval, processing, and crediting functions.

• Address and resolve customer case management issues, complaints, and disputes.

• Provide support for parts and accessories.

• Investigate returned parts, warranty claims, and customer applications to identify product issues.

• Supply sample parts, technical guidance, warranty reports, and probable failure causes to the appropriate manufacturer.

• Apply strong business knowledge to assist dealers in resolving operational challenges related to their dealership and ECHO products.

Job Experience/Skills:

• 2–5 years of managerial experience, with a proven ability to lead teams and drive results.

• 5–10 years of hands-on mechanical engine repair experience with formal training in 2- or 4-stroke engine technology, diagnostics, and troubleshooting.

• Background in manufacturer, distributor, or retail dealership operations (or equivalent experience).

• In-depth technical expertise in handheld, air-cooled, 2-stroke outdoor power equipment.

• Exceptional technical problem-solving skills with a solution-focused mindset.

• Confident in delivering presentations to large groups and engaging in effective one-on-one communication.

• Willingness and ability to travel 3–4 months annually and conduct periodic dealer visits within the EDD territory.

• Strong verbal and written communication skills for collaboration with customers and ECHO Inc. personnel at all levels.

• Proficient in Windows-based applications including Word, Excel, PowerPoint, Outlook, and SharePoint, with accurate typing skills.

Education: Associate or bachelor’s degree in a technical, business or communications field a plus.  Small Engine Degree or EETC Certification.

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.