ECHO Incorporated is searching for an experienced Product Service Administrator with Diesel Power Generation Experience. This role provides technical assistance to our customers, dealers, and distributors on all Shindaiwa kWietPower Generator and Welder products. This position is important to our Industrial Power Equipment Service Operations department as it reviews warranty claims, assists customers with issue resolution and provides technical assistance to all our North American Dealers and Distributors.
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.
- Support Field Service Managers: Support FSMs in their day-to-day dealer visits and provide any technical support, parts shipments, or internal administrative tasks needed.
- Customer Assistance: Resolves customer issues with dealers, distributors, or Rental Centers, which are above the scope of the supervisor of the ECHO Consumer Support Department. Assists dealers, distributors, customers, and consumers with goodwill authorizations for non-warranty issues.
- Technical Assistance: Provides assistance to all North American Dealers, distributors, and customers with problem areas relating to field troubleshooting, failure analysis and warrantable/unwarrantable repairs.
- Assists the Director of Service Operations with the creation of Warranty Policies/Procedures: Gathers information and provides content for the kWietPower Technical and Warranty support documents.
- Parts Inspection and shipments to Parent Company: Arranges parts inspection meetings with internal 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 Issues 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. 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 After Market 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 distributors, dealers, and may be called upon to visit 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.
Qualifications:
- Strong understanding of dealer operations preferably in the ag or industrial field
- Minimum (2) years’ experience in service or warranty administration.
- Must have a working knowledge and technical understanding of Diesel Generators and Welders
- Has working knowledge electrical components, theory of operation and technical terms a plus.
- Excellent technical problem-solving skills and excellent written and verbal communication skills.
- Must have good typing skills and proficiency in operation of: Word, Excel, Power Point and SharePoint.
Education: BS degree in technical field or related work experience may substitute for degree.
Equal Employment Opportunity:
We are 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.