Director of Service Operations

1 week ago

Lake Zurich, United States ECHO Inc Full time

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 searching for an experienced Director of Service Operations with Industrial Diesel Power Generator Experience to lead our Shindaiwa KwietPower® Service Operations department. The Director of Service Operations will report to our VP of Service and be based out of our Lake Zurich, IL location. The Director of Service Operations will have a solid technical (mechanical/electrical) background in the industrial commercial diesel generator and portable diesel welder industries. This role involves coordination of technical support, warranty, field service, literature development, and training for all kWietPower® Dealers. 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 Duties/Responsibilities: Ensure the smooth operation of the Shindaiwa kWietPower® service department. Lead and manage the Service Department's functional groups, setting goals, developing strategies, and ensuring that all teams are working in harmony to achieve these goals. Provide solutions for our dealers through the Technical Support, Warranty, Field Service, Literature Development, and Training departments. Equip dealers with the necessary resources to effectively support the end users of KwietPower products. Train dealers, supplying them with necessary parts and tools, and ensuring they have the information needed to service KwietPower products from initial sale to ongoing maintenance and support. Manage field service operations, including providing on-site support for KwietPower dealers, including any required field reworks, recalls, or emissions related requirements. Develop the overall vision of the Service Department, in line with the organization's vision, mission, and value strategy. Analyze data, and create various reports to identify quality, service, or customer matters/issues and develop sound and prompt resolution plans. Collaborate with other cross functional departments to evaluate current support practices and systems to maximize support resources. Provide staffing support, information, and technical assistance on an ongoing basis and for National and Regional Shows, company meetings, product demonstrations, etc. Job Experience/Skills: 5 years or more of Diesel experience within the agricultural, construction, industrial equipment, or heavy truck industry required or similar industry. 5 Years or more experience in a leadership or management role. Strong planning and organizations skills. Excellent written and verbal communications skills. Ability to provide informative, persuasive presentations. Strong Technical Knowledge and Analytical Skills. Ability to use data to support position in driving quality. Flexible and ability to adapt to various, changing situations. Solid working knowledge of Automotive, Equipment Dealership, and/or Rental operations and business practices. Basic understanding of Engineering Bills of Materials, Engineering Changes, Engineering Drawings Ability to create and analyze reports using Excel, PowerPoint, and Word. Education: Bachelor's Degree in a technical field or related experience. Equal Opportunity Employment: 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. 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.

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