Implementation and Training Specialist

VEHLO•Knoxville, TN

1d•Remote

About The Position

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. About this role The Implementation Specialist is responsible for coordinating and executing smooth and efficient onboarding and installation processes for new dealer accounts. This role involves managing both remote and in-person installs, preparing accounts ahead of time, conducting follow-ups, and providing post-install support to ensure client satisfaction. The Implementation Specialist acts as a key liaison between dealers, sales agents, and internal teams, ensuring all systems and features are fully functional and aligned with dealer needs.

Requirements

2+ years of experience in implementation, onboarding, or technical support (preferably in payment processing, SaaS, or dealership environments).
Strong communication and interpersonal skills with the ability to work effectively with both internal teams and external clients.
Technical aptitude with the ability to learn and support software, hardware, and payment systems.
Excellent organizational and multitasking abilities.
Proficiency in Microsoft Office Suite, CRM systems, and virtual meeting tools.
Ability to travel for in-person installations as needed.
Strong attention to detail and problem-solving skills.

Responsibilities

Conduct pre-installation calls with dealers to confirm scheduling, gather necessary information, and set expectations.
Coordinate pre-install account setup with internal teams (e.g., Enrollment, Tech Support) to ensure all features and settings are active prior to installation.
Gather and verify dealer information, equipment needs, and configuration details ahead of installation.
Confirm that all hardware, software, and terminal builds are ready for deployment.
Perform in-person or remote installations for new dealer accounts.
Provide hands-on setup, testing, and walkthrough of system features with dealer staff.
Collaborate with team members (such as Molly or other assigned leads) to ensure install readiness and account accuracy.
Ensure all system configurations, integrations, and user setups are complete during install.
Conduct post-install follow-ups to confirm system functionality and user satisfaction.
Provide 30-day post-install support to assist with troubleshooting, additional training, or configuration adjustments.
Schedule and conduct additional user trainings upon request.
Serve as a backup for the Support Team when necessary to assist with dealer inquiries or escalations.
Follow up with the Sales Agent after installation to provide updates and ensure alignment on dealer status.
Participate in and lead special projects related to process improvements, system upgrades, or new initiatives.
Identify opportunities to enhance the implementation process for greater efficiency and customer experience.
Maintain detailed and accurate records of all installations, communications, and configurations in internal systems.