Product Technical Support Advisor

Location: Lake Zurich, IL

Department: Technical Services

Job Type: Full Time

Shift: 1st Shift


Warranty Administration : Reviews and approves warranty claims for Home Depot, Little

Wonder and Service & Supply (Israel) through ECHO’s Business Portal. Process/adjust claims

for distributors; performs financial audits of distributors and Home Depot warranty expense by

evaluating claims and analyzing claim data. Processes inquiries from distributors and dealers

regarding troubleshooting and resolving Business Portal warranty input problems and dealer

sign-on issues. Resolves problems with warranty claim entry on ECHO’s Business Portal.

Administers compliance with warranty policies/procedures and regulations concerning


Customer Assistance: Resolves customer issues with dealers, distributors, or Home Depot

Repair Centers, which are above the scope of the supervisor of the Consumer Support

Department. Assists dealers, distributors, Home Depot and consumers with good will

authorizations for non-warranty issues.

Failed Parts and Unit Inspections: Issues RGA numbers for sample failed parts through our

North and South American distributors, Home Depot, Little Wonder and Service & Supply

(Israel). Studies the condition of returned parts and warranty claims for

manufacturing/workmanship defects or abuse. Provides Service Issue Team, Engineering

(USM/YBK) and Product Service with the sample parts, provides technical advice, warranty

reports, detailed information and probable causes of the failures. Runs and analyzes warranty

reports using the Cognos reporting tool to provide information to Production, Engineering and

Product Service. Contacts distributors, dealers and end users to gather field sample parts and

units to quickly resolve field issues currently under way, reducing warranty expense and

improve customer satisfaction.

Technical Assistance: Provides assistance to all North American distributors, Home Depot RLC

and Tool Rental Centers, OEM’s and customers with problem areas relating to field

troubleshooting, failure analysis and warrantable/non-warrantable repairs.

Distributor Service Communicator: Gathers information, creates and publishes ECHO’s

Technical Service Communicator once per month and forwards to distribution.

Monthly Service Meeting Responsibilities: Participates in the Monthly Service Issue Meeting

Group meeting and scheduled after hour’s video conferences with Yamabiko. Responsible for

action items related to the meeting and to perform them as top priority within the time

specified by the meeting chairman.

Flat Rate Times/ Labor Rates: Confirms/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 concerns of warranty policy procedures and flat rate time

development. Updates flat rate times on ECHO’s Business Portal. Approves labor rate forms

and dealer applications.

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 includes:

  • Performs quality audits as requested by Vice President of Product Service.
  • Provide technical assistance and product knowledge to Sales and Marketing and After Market Departments.
  • Demonstrates product operation and performance in the field.
  • Prepares service bulletins when needed and produces new service tool bulletins.
  • Prepares training schools under the direction of the Director of Warranty & Product Training using power point, visual charts, scripts and course manuals. Conducts and assists training sessions in the field.
  • Advises Inventory Control Manager of inventory problems if a major warranty failure causes the potential of repair parts inventory depletion.
  • Prepares and presents material for dealer and distributor

Field Visits: Performs field visits to distributors North American distributors (minimum two

times per year) and annual visits to the Home Depot RLC‘s to investigate, report, test, and

resolve product field failures. Assists with technician training yearly at specified Home Depot


Product Field Test Evaluation: Places and monitors improved service parts and products

through distribution, dealer and end users under the direction of the Director of Warranty &

Product Training and Sr. Manager of Field Service.


BS degree in technical field, minimum (2) years’ experience in service administration and a very good working and technical knowledge of hand held air-cooled 2-stroke equipment. Possesses excellent technical problem solving skills and excellent verbal communication skills. Must have good typing skills and be proficient in operation of a personal computer using Windows applications (Word, Excel, Power Point and SharePoint). Bi-lingual English and Spanish speaking a plus.

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