Parts Support Analyst

PBS Systems

8d•$42,000 - $53,000

About The Position

PBS Systems is seeking an enthusiastic and organized Parts Support Analyst to join its Client Services team. The analyst provides training to new and existing customers using the Parts module of PBS software and assists customers during installation and training of dealership software. The role handles customer issues and requests through phone, email, live chat, and other support channels; documents interactions in a ticketing system; collaborates across departments; and contributes to process improvements and a positive client experience. The position requires ongoing learning about the software and its infrastructure, participation in professional development and cross-training, and completion of program certifications within specified timelines. Travel across the United States and Canada is required, with the posting referring to travel of up to two weeks per month in one section and one week per month in another. PBS Systems is a dealership management system provider serving dealerships across North America. The company describes opportunities for career development and advancement, a collaborative and inclusive culture, and compensation that includes annual base salary and potential certification, travel, performance, and referral incentives.

Requirements

High school diploma.
Valid driver's license.
Excellent computer skills and proficiency with Microsoft products, including Windows 10/11, Outlook, Excel, Word, and Teams.
Excellent verbal and written communication and listening skills, with the ability to communicate clearly and professionally.
Strong decision-making and analytical abilities.
Strong attention to detail.
Effective time management and organizational skills.
Ability to work independently and as part of a team.

Nice To Haves

Previous customer service, helpdesk, or dealership experience.

Responsibilities

Handle incoming external and internal issues, concerns, and requests through support channels such as phone, email, and live chat, addressing them professionally and promptly.
Log and document customer interactions in the ticketing system and request escalations as needed.
Collaborate with other groups and departments to streamline service delivery.
Identify opportunities for process improvements that positively affect the client experience.
Develop knowledge of the software and its supporting infrastructure.
Maintain punctuality and reliable attendance.
Meet and exceed department KPI targets and other defined metrics.
Stay current on software enhancements and releases by attending apogees and reviewing release notes.
Participate in ongoing professional development and cross-training as recommended by the Team Lead.
Achieve certification within the primary group within six months and additional program certifications within 18 months.
Travel to locations across the United States and Canada as required.

Benefits

Professional development, continuous training, industry certifications, and career advancement pathways.
Travel opportunities across Canada, the United States, and the Caribbean.
Medical and dental coverage.
Paid time off.
Inclusive and collaborative team environment.
Employee recognition programs and performance-based incentives.
Competitive annual base salary of $42,000–$53,000 per year.
Up to $4,800 per year in product certification bonuses.
Travel incentive bonuses.
Additional performance incentives.
Employee referral bonuses.
Staff discounts with partners such as GM and Dell.