ikon technologies are an industry leader in telematics, providing customized software solutions and innovative hardware on a state-of-the-art platform. Our solutions allow customers to monitor, protect, and optimize their mobile assets throughout the United States.
The Field Support Manager is and extension of the account management team and is responsible for managing the full lifecycle of dealer success for multiple automobile dealership customers, including post-sale implementation, consumer sell thru penetration, training, and ongoing support services.
Role and Responsibilities
- Support up to 75 dealerships on a daily and weekly and monthly basis.
- Collaborate with Account Manager and Virtual Performance Manager on a regular basis to review needs/tasks required at a dealership.
- Ensures a best-in-class dealer experience through onboarding, and during the account maintenance phase. Maintains dealer relationships, satisfaction and retention through excellent customer service, proactive dealer communication, and regular on-site visits.
- Drive adoption of ikon solutions across all stakeholder departments, including sales, service, F&I, accounting, and operations.
- Expand relationships with dealer partners to maximize revenue and minimize churn.
- Assist with GPS device re-order activity and assist with dealer inventory management.
- Provide subject matter expertise on the Ikon product offerings, consult with dealership personnel to ensure they are set up to successfully sell Ikon to the consumer market.
- Generate and provide various reports that highlight areas of improvement and service enhancement for the dealer.
- Proactively work with dealers on issues that negatively impact solution adoption, including dealer health checks, issue resolution, prompt communication of issue status, & customer satisfaction
- Works cross-functionally with Sales, Account Manager, Product Management, and other stakeholders to ensure consistent product, application, and service quality.
- Provide training where needed to variable or fixed ops in a dealership.
- Work with virtual account management team to resolve off lots including meeting back-office dealer personnel when necessary.
- Make sure all devices are installed properly by dealership staff, eliminating exceptions or non-reporting units.
- Document and record all dealer interactions in CRM.
- Travel up to 80% in regional geographic area of 300 400 miles.
Qualifications:
- Experience in or familiarity with the Franchise Automobile Dealer Retail industry and culture preferred; not required.
- Excellent organizational & time management skills; detail oriented; ability prioritize.
- A clean driving record is required for this position (Class C license in good standing, no DUI or felony driving offenses)
- 2-5 Years of specialized customer account management related experience and/or dealership experience.
- Proven background with providing exemplary customer service and support.
- Intermediate level MS Office skills