Engine (Gas) Technical Support Specialist

This onsite Engine (Gas) Technical Support Specialist role supports Pace, Inc. in Cortland, IL, delivering technical service, warranty support, parts identification, and dealer training for outdoor power equipment and engine applications, including Honda and Hatz engines.

Location

Onsite role based in Cortland, IL.

Responsibilities

• Respond to technical service inquiries from dealers, end users, territory managers, and internal teams via phone, email, chat, and other channels, delivering timely guidance.
• Diagnose mechanical and technical issues related to outdoor power equipment, engines, service, warranty, and repair to enable effective resolutions.
• Assist with parts identification using illustrated parts lists, manufacturer resources, online systems, and internal tools.
• Provide professional, accurate technical guidance to support customer satisfaction and dealer success.
• Document service activity, customer interactions, technical findings, and follow-up actions in the CRM with precision.
• Offer service recommendations and decisions within assigned authority while balancing customer satisfaction, warranty guidelines, and business needs.
• Perform on-site service calls as needed to diagnose and resolve equipment issues.
• Stay current on product updates, technical bulletins, manufacturer requirements, and industry best practices.
• Assist dealers through the warranty claim process and coordinate with the Warranty Manager to ensure complete and accurate documentation.
• Evaluate service and warranty situations to determine appropriate next steps within manufacturer and company guidelines.
• Inspect freight-damaged equipment, determine repair needs, order required parts, and complete or coordinate repairs.
• Support internal teams with technical questions related to service, warranty, parts, and equipment repair.
• Assist manufacturers with inventory updates, inspections, or service-related campaigns at in-house and dealer locations as needed.
• Contribute to training material development, including presentations, handouts, videos, and other technical resources for dealer, service, and sales training.
• Lead or support annual service schools, dealer training sessions, and ongoing technical education programs.
• Attend factory service schools and share relevant knowledge with internal teams and dealer partners.
• Provide product line specific training to help dealers improve service capability and repair accuracy.
• Collaborate with local vocational schools or educational partners to promote outdoor power equipment service education.
• Assist OEM accounts with Honda and Hatz engine selection for new product applications.
• Support D-OEM application reviews, product testing, and documentation to ensure compliance with Honda, Hatz, and other manufacturer guidelines.
• Conduct or support OEM product testing and submit required approval documentation as directed.
• Provide technical support to regional Honda OEMs, dealers, and internal teams regarding engine applications and service-related questions.
• Assist with design, assembly, documentation, and production planning of custom Honda and Hatz engine builds.
• Coordinate with manufacturer representatives during new model development, engine application reviews, and related technical projects.
• Build and maintain strong working relationships with manufacturer representatives, dealer partners, OEM customers, and internal departments.
• Support goodwill request discussions within assigned authority and in alignment with company and manufacturer expectations.
• Communicate technical trends, recurring service concerns, and dealer support needs to appropriate internal leaders.
• Collaborate with sales, service, warranty, parts, and management teams to support customer needs and business objectives.
• Contribute to Pace’s reputation as a knowledgeable and responsive technical support resource within the Outdoor Power Equipment industry.

Requirements

• High School Diploma or GED.
• Technical service, mechanical, warranty, or customer support experience.
• Experience with outdoor power equipment, small engines, gas engines, and/or diesel engines.
• Ability to diagnose mechanical and technical issues and communicate solutions clearly.
• Proficiency with Microsoft Office Suite.
• Strong problem-solving, communication, organizational, and time-management skills.
• High attention to detail and ability to accurately document technical information.
• Ability to work independently while also contributing effectively in a team environment.
• Professional communication skills for phone, email, in-person, and dealer-facing interactions.

Technologies

• CRM system
• Microsoft Office Suite

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Physical and Work Requirements

• Ability to lift engines or equipment weighing up to 125 pounds, with assistance or appropriate equipment when necessary.
• Frequent standing, bending, reaching, lifting, and hands-on mechanical work.
• Ability to work in shop, warehouse, dealer, trade show, and customer environments.
• Ability to communicate clearly and professionally by phone, email, and in person.
• Ability to safely use tools, equipment, and service-related resources required for the role.

Work Schedule and Travel

• Full-time, Monday through Friday, 7:30 a.m. to 4:00 p.m., with variations based on coverage needs.
• Evening or weekend work may be required based on business needs, training events, service schools, trade shows, or dealer support needs.
• Travel is required for D-OEM testing, training events, trade shows, dealer visits, manufacturer meetings, and service-related support, including overnight stays.

Compensation

Starting at $25.00+ per hour, based on experience, qualifications, and technical background.

License and Certifications

• EETC Certified-2 & 4-Stroke Engines (Preferred)
• Driver's License (Required)

Willingness to Travel

Travel required up to 25 percent (Preferred).

Experience

• Small Engine mechanics: 4 years (Required)