Sr. Telematics Support Advocate job in Miami, FL| Recruit Arrow
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Sr. Telematics Support Advocate
Location : Florida, Miami
Refer job # OUGS340032
Job Responsibilities and Requirements: The Senior Telematics Support Advocate will monitor and work with multiple telematics vendors in support of established service level agreement (SLA). S/he will direct field and vendor teams on proper installation and activation of systems, and develop and train on Quick Reference (QR) guides that support installation and repair procedures for RydeSmart systems. Requirements Bachelor's degree in business administration, marketing, communications, or equivalent Minimum of five (5) years of experience in telematics or electronic device support Must have a heightened sense of urgency in resolving customer issues within set deadlines Strong organizational, time management and prioritization skills Excellent written and verbal communication skills, including social media/online content Self-motivated with ability to work effectively in a team environment Empathetic to customers and ability to identify and overcome areas of delay that could impede resolving issues within set deadlines and acceptable service guidelines Proficiency in MS Excel, PowerPoint and Word Ability to: Interact and communicate with customers in person and remotely Learn new operating systems Maintain a professional demeanor at all times regardless of situation Work in a fast paced environment focused on results Responsibilities Monitor and report on vendor performance management against SLAs Coordinate and monitor after-market Rydesmart system installations Create and manage telematics vendor database and dashboard Train shop technicians and managers on telematics device repair and installations Provide action plans to address cat risk business due to equipment or functionality limitations Provide guidance on contract interpretations of contractual obligations for the purpose of reporting on SLA failures Hold vendors accountable for providing accurate reporting on all customer reported or SystemIDentified issues within SLAs Participate and understand the development of all SLA targets for field and vendor support Manage troubleshooting escalations that deal with after-market installations done at the shops Proactively alert internal stakeholders of service impacts and non SLA adherence/compliance Work closely with the field operations teams in ensuring proper installation and RMA practices are being followed Periodically audit vendor services to ensure customer service levels are being met Participate in continuous improvement initiatives in areas of business transformation, and process improvements to increase productivity and improve quality of the telematics services Collaborate with internal and external groups that support the RydeSmart product to ensure high levels of service and quality of product Provide feedback to help build performance metrics dashboards for Rental and FSL that are easy to understand and intuitive Support processes that reduce missing IFTA miles and train teams on how to support and achieve the goals Demonstrate good decision making quality using analytical data and industry knowledge Act as subject matter expert (SME) to support process improvement initiatives Account Management: Assist the Customer Care team with account management duties, to include: customer presentations, trainings/webinars, sales, and operations field support, and all other aspects of account management Respond to customer and sales inquiries related to products, pricing, contracts, and service level agreements Perform other duties as assigned.
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