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Technical Service Specialist / D‑OEM & Training Specialist

Pace, Inc., a wholesale distributor of Outdoor Power Equipment and Engines, is looking for a Technical Service Specialist / D‑OEM & Training Specialist for our Milwaukie, OR location.

This position is responsible for delivering exceptional technical support related to warranty, service, and repair for both internal and external customers. This role serves as a technical authority for the engine brands we represent and plays a key role in D‑OEM application support, product testing, and dealer education. The position also leads annual service schools and ongoing dealer training programs while supporting industry best practices within the Outdoor Power Equipment market.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Respond to service inquiries from end users, dealers, territory managers, and internal teams via phone, email, chat, and other communication channels.
Diagnose technical issues, assist with parts identification, and make warranty determinations while maintaining a high level of professionalism.
Accurately document service activity and follow-ups within the CRM system.
Make service-related decisions that prioritize customer satisfaction while supporting sales opportunities when appropriate.
Perform on-site service calls to diagnose and resolve equipment issues.
Coordinate with manufacturer representatives during new model development.
Attend factory service schools and disseminate technical knowledge internally.
Develop training materials (presentations, handouts, videos) for dealer, service, and sales training.
Conduct annual service schools and ongoing dealer training programs.
Assist manufacturers with required inventory updates, both in-house and at dealer locations.
Support dealers through the warranty claim process and collaborate with the Warranty Manager to submit required documentation.
Inspect freight-damaged equipment, determine repair needs, order parts, and complete repairs.
Research and identify parts using illustrated parts lists and online resources.
Support OEM accounts with Honda and Hatz engine selection for new product applications.
Conduct OEM product testing to ensure compliance with Honda/Hatz guidelines and submit approval documentation.
Provide technical support to regional Honda OEMs and dealers.
Design, assemble, and manage production planning for custom Honda/Hatz engine builds.
Build strong relationships with manufacturer representatives, including the ability to self-authorize goodwill requests when appropriate.
Collaborate with local vocational schools to promote outdoor power equipment service education.
Stay current with industry trends and contribute to positioning the organization as a technical support leader within the Outdoor Power Equipment industry.

QualificationsRequired

High School Diploma or GED
Technical or customer service experience in service and/or warranty support
Experience with outdoor power equipment and small engines (Gas/Diesel)
Proficiency with Microsoft Office Suite
Strong problem-solving, communication, organizational, and time-management skills
High attention to detail and commitment to teamwork

Preferred

Education or degree in mechanical engineering, power mechanics, or a related field
Experience using CRM platforms
EETC Certification (Two & Four Stroke Engines, Electrical, Hydraulic/Driveline)
Product line–specific service training

Physical & Work Requirements

Ability to lift engines up to 125 pounds
Frequent standing, bending, and hands-on mechanical work
Clear verbal communication skills for phone and in-person support

Work Schedule & Travel

Full-time, Monday–Friday, 8:00 a.m. – 5:00 p.m.
Evening or weekend work may be required based on business needs
Travel required for D‑OEM testing, training events, trade shows, and dealer visits, including overnight stays

Job Type: Full-time

Pay: From $30.00 per hour

Expected hours: 40 per week

Benefits: