Parts and Support Technical Specialist

About the role

ECHO is adding a brand new position to our IPE division! This role supports both internal and external customers by assisting with the identification of spare parts, accessories, and maintenance components for diesel-powered welders, generators, light towers, and other industrial power equipment. Additionally, this role will provide customer-facing basic level technical support and troubleshooting via phone and email.

The Parts and Product Support Technical Specialist serves as a key liaison between service technicians, dealers, engineering, and supply chain teams, helping ensure accurate parts identification, efficient parts ordering, and minimal equipment downtime. A strong curiosity, proactive mindset, and desire to learn are critical for success in this role.

Responsibilities

• Assist internal teams, dealers, and service technicians with identifying spare parts, accessories, and maintenance components for diesel-driven industrial equipment.
• Provide technical support related to diesel-powered welders, generators, light towers, and other diesel-powered equipment.
• Support workshop and field service personnel by addressing spare parts inquiries and basic technical questions.
• Utilize parts catalogs, engineering diagrams, and technical documentation to ensure accurate parts identification.
• Knowledge of basic mechanical and electrical troubleshooting techniques to help determine appropriate inquiry routing for issue resolution.
• Dealer & Service Network Support: Serve as a technical resource for authorized dealers, rental yards, and service centers.
• Work closely with workshop technicians and field service personnel to resolve parts-related inquiries.
• Provide support for equipment operating in rental yard environments where equipment uptime is critical.
• Assist with identifying correct replacement components during maintenance or repair operations.
• Order Management & Transaction Support: Process parts orders related to technical inquiries, ensuring accuracy in part selection, quantities, and application.
• Coordinate with Customer Service to enter and manage orders when appropriate, ensuring alignment with established workflows.
• Monitor order status and provide updates to internal teams and end users as needed to support timely resolution.
• Assist in resolving order discrepancies, including incorrect parts, back orders, or fulfillment issues.
• Ensure technical accuracy is maintained throughout the order process to minimize returns, rework, and delays.
• Technical Documentation & Interpretation: Read and interpret spare parts catalogs, operator and maintenance manuals, mechanical drawings, electrical schematics, and engineering specifications.
• Assist with maintaining and improving parts documentation and illustrated parts breakdowns.
• Support engineering and spare parts teams in verifying Bills of Materials (BOM) and parts application accuracy.

Requirements

• Minimum 3 years’ experience dealing with diesel powered equipment in a rental house or repair environment