Parts Support Analyst
at PBS SYSTEMS

Job Description

PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we've only just begun! 
 

PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting. What sets us apart is how we treat our customers - as partners, innovators and friends.

At PBS, we invest in your growth. Your career can progress in alignment with your strengths, interests, and aspirations. Apply today!

The Role:

PBS Systems is looking for a Parts Support Analyst – Tier 1 to join our Client Services team, as a Parts Customer Service Representative, where you will provide excellent support to our new and existing customers in the Parts module of our software. By assisting customers during development, install and training processes of their new dealership software. You will be assisting the customer with new software install training as well as online/on the phone assistance.

Job Responsibilities:

• Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensuring they are addressed in a professional and timely manner
• Logging and documenting all customer interactions within our ticketing system and requesting escalations as required
• Collaborating with other groups/departments to streamline service delivery
• Identify opportunities to drive process improvements that positively impact the client's experience
• Develop knowledge and understanding of our software and support infrastructure
• Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
• Achieving and exceeding KPI targets and other metrics defined by the department.
• Keeping abreast of software enhancements and new releases, by attending apogees and reviewing release notes
• Commit to ongoing professional development and cross-training as recommended by your Team Lead
• Achieve program certification within your primary group within 9 months and additional program certification(s) within 18 months
• Contribute to our Knowledge Base to support team processes, knowledge exchange and advance project outcomes
• Available to travel at least 1 week per month throughout the USA and Canada

​Qualifications:

• High school diploma.
• Must have Valid Driver's license
• Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
• Previous customer service, helpdesk or dealership experience will be considered an asset
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• Strong decision making and analytical abilities
• Strong detail orientation
• Effective time management and organization skills
• Ability to work independently and within a team environment

What we offer:

• Professional Development – Continuous training, industry certifications, and clear pathways for career advancement
• Travel Opportunities - Travel to locations across Canada, the U.S., and the Caribbean
• Comprehensive health benefits - Medical and dental coverage to support your well-being
• Paid Time Off – Generous PTO to help you recharge and maintain work-life balance
• Inclusive culture - A collaborative, supportive team environment where your ideas and voice truly matter
• Employee recognition - Regular appreciation programs and performance-based incentives
• Competitive compensation package
• Competitive annual base salary ($49k/yr. - 59k/yr.)
• Up to $4,800 per year in product certification bonuses
• Outstanding travel incentive bonuses
• Additional performance incentives
• Attractive referral bonuses
• Staff discounts – Exclusive savings with partners such as GM, Dell, and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.

PBS is an equal opportunity employer. Accommodation will be provided during the hiring process as required.