Parts Support Analyst

PBS Systems•Arlington, TX

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 role provides training and support to new and existing customers using the Parts module of PBS dealership software, including assisting customers during software installation and training. The analyst handles customer requests through phone, email, live chat, and other support channels; documents interactions in the ticketing system; works with other departments to improve service delivery; and develops knowledge of the software and its supporting infrastructure. The position is based in Arlington, Texas, and includes travel across the United States and Canada, with the posting stating travel of up to two weeks per month in one section and one week per month in another. The role requires maintaining reliable attendance, meeting department KPIs, keeping current on software enhancements and releases, and participating in ongoing professional development and cross-training. The employee is expected to complete certification in their primary group within six months and additional program certifications within 18 months.

Requirements

High school diploma.
Valid driver's license.
Excellent computer skills, including proficiency with Microsoft products such as Windows 10/11, Outlook, Excel, Word, and Teams.
Excellent communication and listening skills, with the ability to communicate clearly and professionally verbally and in writing.
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 when 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 or exceed department KPIs and other defined metrics.
Keep 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 primary-group program certification within six months and additional program certification(s) within 18 months.
Travel across the United States and Canada as required; the posting specifies up to two weeks per month in one section and one week per month in another.

Benefits

Professional development, continuous training, industry certifications, and career advancement pathways.
Travel opportunities to locations across Canada, the United States, and the Caribbean.
Medical and dental coverage.
Paid time off.
Collaborative and supportive team environment.
Employee recognition programs and performance-based incentives.
Competitive compensation package.
Annual base salary of $42,000–$53,000.
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.