Reporting Head: Arnold Gold

Designation: Senior Manager

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.