Job Description

"PBS is the fastest growing "All Inclusive Business Platform" vendor in North America and we've only just begun!"

The Opportunity:

We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help.

We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.

And that's where you come into the picture. While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers. After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests.

The Role:

As a DTO Team Lead you will provide support to all DTO Trainers, Specialists, and Sr. Specialists with training and development to support new and existing customers on our Dealer Management Software (DMS). Motivating, encouraging, and coaching our team members will be key responsibilities for the DTO Team Lead.

You will be responsible for assisting customers during the develop, install and training process of their new DMS, via phone/online/in person. The ideal candidate is organized, customer service oriented and is a self-starter, will have a passion for technology, thrive on a changing landscape and will have experience in the Parts and/or Service area of a dealership.

Based in our Milton office, this role is performed in a call center environment and requires travel to customer sites in Canada, US, or the Caribbean.

This is not a remote work opportunity.

Job Responsibilities:

• Motivate, encourage train and coach team members to reach new levels in development through skills and training
• Mentor team members through reviews, performance reviews and continual feedback
• Create and maintain a positive work environment
• Demonstrate the ability to prioritize tasks without direction
• Provide ongoing training on the software and different disciplines within the company
• Take over incidents which cannot be solved immediately with the means of the Trainer, Specialist, and Sr. Specialist DTO trainers
• Provide excellent support to our customers in the Dealership Service side of our software
• Maintain a positive relationship with customers, identifying customer needs and ensure they are being met by our teams
• Write up tickets and investigate issues that arise and escalate issues to the corresponding teams or team members
• Assigned training of larger groups and/or complex installs
• Ensure DTO queue is monitored by DTO members
• Maintain documentation and update as processes change within department when required
• Responds to both internal and external training requests in a timely manner and delegate accordingly
• Monitor and analyze Cornerstone, 3CX and Gigabook reporting
• Be able to talk about and navigate our DMS Software to be able to better assist both customers and fellow staff members
• Maintain at least 2 certifications or main discipline
• Taking the initiative to learn new products to increase your knowledge
• Seeks ideas and feedback to help improve processes, procedures, and the PBS product
• Help manage changes to processes and procedures
• Participate in daily, weekly, and monthly planning/review meetings

Qualifications:

• Experience in the Parts and/or Service area of a dealership
• 1-2 years previous experience in the automotive industry, dealership environment or PBS software is an asset
• Computer proficiency with strong knowledge of Microsoft Office Suite
• Superior communication skills
• Excellent customer service skills
• Excellent problem solving & trouble shooting skills
• Strong documentation abilities
• Effective time management & organizational skills, strong multi-tasking & prioritization
• Willingness to go the "Extra Mile"
• Travel within Canada and the USA (up to 2 weeks per month) is required, in consequence, proof of COVID-19 vaccination and a valid passport and/or US visa (if applicable) will be a requirement
• Available to work nonstandard hours starting at 5:30, 7:30 or 9:30am and occasionally Saturday and/or Sunday
• Fluent in English (speaking, reading and writing)
• High School Diploma

What we offer:

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• The opportunity to travel
• Access to an onsite gym at some locations and/or corporate membership to Goodlife
• Free parking
• Staff events
• Competitive base salary
• Bonus for product certification up to $4,800 per year
• Great referral bonus
• Staff discounts with GM, Dell, and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.

PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.