SUMMARY:
As part of our Automotive B2B Service Team, the Automotive Shop Management System (SMS) Specialist & Trainer plays a critical role in delivering technical expertise and customer training on our Shop Management Systems and related SaaS products. The ideal candidate is a knowledgeable and motivated professional who brings together technical automotive expertise, product support skills, and customer training abilities.
This position supports repair facilities by providing remote onboarding, in-depth training, product demonstrations, troubleshooting assistance, and continuous feedback collection to improve SMS solutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned:
Serve as a Subject Matter Expert (SME) for our Shop Management System (SMS) and Point-of-Sale platforms.
Conduct remote product training and onboarding for customers.
Provide technical support and customer assistance via phone, email, and web.
Translate customer feedback into actionable product improvements.
Troubleshoot technical issues, including software, API integrations, and cloud-based environments.
Support development teams by writing business requirements and use cases for SMS enhancements.
Deliver engaging presentations and product demonstrations.
Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience.
Assist with the development and testing of mobile features like VIN scanning and customer interfaces.
Represent professionalism and distinguished customer service.
QUALIFICATIONS:
5+ years of experience working with Shop Management Systems or automotive SaaS platforms.
Experience in training or educating customers in a remote settings.
Familiarity with SMS platforms such as ShopMonkey, VIP, R.O. Writer, MotoSHOP, ALLDATA, Mitchell1, or equivalent.
Experience working with APIs, cloud tools, and SaaS ecosystems.
Strong troubleshooting and analytical skills.
Exceptional written and verbal communication skills.
Experience working in customer support or call center environments is a plus.
Automotive industry background preferred.
