Engine (Gas) Technical Support Specialist

Overview

Pace, Inc., a wholesale distributor of Outdoor Power Equipment and Engines, is seeking a Technical Service Specialist / D-OEM & Training Specialist for our Cortland, Illinois location.

This position provides technical service support to dealers, end users, territory managers, manufacturer partners, and internal teams. The role assists with troubleshooting, warranty support, parts identification, equipment repair, dealer education, and technical training related to the outdoor power equipment and engine product lines represented by Pace.

In addition, this position supports D-OEM and engine-specific applications, including Honda and Hatz engine selection, product testing, custom engine builds, and related documentation. The position serves as a key technical resource while supporting service quality, dealer education, manufacturer requirements, and customer satisfaction.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

General Technical Service Support

• Respond to technical service inquiries from dealers, end users, territory managers, and internal teams via phone, email, chat, and other communication channels.
• Diagnose technical issues related to outdoor power equipment, engines, service, warranty, and repair.
• Assist with parts identification using illustrated parts lists, manufacturer resources, online systems, and internal tools.
• Provide professional, timely, and accurate technical guidance to support customer satisfaction and dealer success.
• Accurately document service activity, customer interactions, technical findings, and follow-up items within the CRM system.
• Make service-related 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 help resolve equipment issues.
• Stay current on product updates, technical bulletins, manufacturer requirements, and industry best practices.

Warranty, Parts, and Repair Support

• Assist dealers through the warranty claim process and coordinate with the Warranty Manager to ensure required documentation is complete and accurate.
• 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 required inventory updates, inspections, or service-related campaigns both in-house and at dealer locations when needed.

Dealer Training and Service Education

• Assist in the development of training materials, including presentations, handouts, videos, and other technical resources for dealer, service, and sales training.
• Conduct or support annual service schools, dealer training sessions, and ongoing technical education programs.
• Attend factory service schools and share relevant technical knowledge with internal teams and dealer partners.
• Provide product line-specific training support to help dealers improve service capability and repair accuracy.
• Collaborate with local vocational schools or educational partners, as appropriate, to promote outdoor power equipment service education.

D-OEM and Engine Application Support

• Support OEM accounts with Honda and Hatz engine selection for new product applications.
• Assist with D-OEM application reviews, product testing, and documentation to support compliance with Honda, Hatz, and other applicable 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 the design, assembly, documentation, and production planning of custom Honda/Hatz engine builds.
• Coordinate with manufacturer representatives during new model development, engine application reviews, and related technical projects.

Manufacturer, Dealer, and Internal Collaboration

• 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.

Qualifications

Required

• 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.

Preferred

• Education, certification, or degree in mechanical engineering, power mechanics, diesel technology, small engine repair, or a related field.
• Experience using CRM platforms.
• EETC Certification, including Two & Four Stroke Engines, Electrical, and/or Hydraulic/Driveline.
• Product line-specific service training or manufacturer certifications.
• Experience conducting technical training, dealer education, or service schools.
• Experience with Honda, Hatz, or similar engine application support.

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 position, Monday through Friday, 7:30 a.m. to 4:00 p.m. (this may vary 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.

Job Type: Full-time

Benefits:

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

Experience:

• Small Engine mechanics: 4 years (Required)

License/Certification:

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

Willingness to travel:

• 25% (Preferred)

Pay: From $25.00 per hour

Benefits:

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

Work Location: In person