The E INC Product Support team oversees technical and operational support across the organization. We are a group of highly skilled support specialists who work with departments across the organization to enable action oriented outcomes for issue resolution. In this role, the manager will focus on the Product support process ensuring business service levels are met while keeping the senior management teams well informed. The ideal candidate will also possess advanced technical troubleshooting skills, strong knowledge of wholesale and retail automotive industries, and change management experience.
What You Will Do
Act as top tier-level escalation of support before involving operations or engineering departments
Oversee management of the support queue between the hours of 8am – 8pm E.S.T.
Focus on building a team that encourages collaboration, communication, and consistency while providing the support needed to foster growth and development across all team members
Work with all internal groups, including front office, sales, engineering, and product management to breakdown issues, feature improvements and external requirements
Manage case management systems to log critical bugs and epics into the Product Management backlog
Use critical thinking to assess and execute the escalation path of mission critical items and business requests to senior management, development team, product team accordingly
Ensure review and training is provided to all support team members on the finite investigation, root-cause analysis, and resolution of tickets
Participate in Product team meetings; interacting and collaborating with Product team members
Work with Product Launch Manager and the Market Intelligence team in supporting Product Development including User Acceptance and Regression testing
Build and maintain a repository of support documentation including recurring customer issues to determine standardized working solutions
Broader work or accountabilities may be assigned as needed.
What You Will Need
3+ years of specialized management in the Automotive industry obtained through formal training and/or work experience and/or B.S./B.A. in Business Administration or related discipline
Working knowledge of the wholesale automotive industry’s technical and business trends
Strong knowledge of technical support processes that include operating standards for monitoring, logging, and alerting.
Possesses the skill to evaluate any situation and react quickly and effectively in leading the steps to resolve
Verbal & written communication skills – In-depth.
Collaboration & team building skills – In-depth.
Analytical and problem solving skills – In-depth.
Languages: English (Required), Spanish (Asset), French (Asset)
Experience with Atlassian software (Jira, Confluence), Cloud monitoring services, and Ticketing systems
What will make you succeed?
Taking extreme ownership in the ‘grey areas’ between teams. Stepping up and collaborating to support gaps
Super flexible. You understand that the business is changing rapidly and happy to jump in to help manage those changes.
You develop empathy for our team members and constantly seek to drive team member value through our day-to-day Operations.
E INC is a growing company that is continuing to evaluate our ongoing commitment and investment in our team members with:
Competitive pay
Medical, Dental & Vision
401k/RSP with Match
Company paid Group Life/AD&D insurance
Paid time off
Flexible working environment
Continuous Learning
And an amazing culture to top it all off!
E INC is the parent company of EBlock and EDealer, unifying our approach to products, services, and strategies under one Vision and one Mission: to create the best digital auction and retailing platform in the world by connecting the automotive wholesale and retail experiences. Our brands and their technologies make it easy for a vehicle to move between buyers and sellers throughout its entire ownership lifecycle. Learn more at https://e.inc/
E INC. is an equal opportunity employer and affirmatively seeks diversity in its workforce. E INC. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age disability, genetic information, ethnic or national origin, marital status, veteran status, or any other protected by law. EOE Minorities/Females/Protected Veterans/Disabled
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