Team Lead - SPD/Payroll Support

Job Overview

Company Name: PBS Systems
Job Location: Dubuque, Iowa
Job Type: Full-time, Permanent
No. of Openings: 01

Job Title: Team Lead
Department: Subsidiary Products and Payroll Division.
Reports To: Director of US Support Operations
Job Requirement(s): Up to 2 weeks of travel within Canada and the US

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

The Opportunity:
We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help.
We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.
The Role:
The Subsidiary Products Division Team Lead will provide mentoring and leadership to our Support Analysts Tiers 1,2, and 3 who are responsible for software support to existing customers related to the payroll modules.

Duties and Responsibilities:
• Providing coaching and mentorship to Subsidiary Products Division support team
• Monitoring and responding to escalated tickets
• Escalate Bugs and Enhancement requests to the SPD Development team
• Monitor team’s Cornerstone queues, reassigning tickets for absent reps, ensuring that tickets in the general queue are picked up in a timely manner, and ensuring that time sensitive tickets are prioritized and moved along to resolution
• Proactively identify issues to be able to envision and implement long term solutions
• Working on project teams to improve global processes
• Lead and motivate the team through knowledge sharing, training, and communication
• Positively Mentor team members through regular coaching, Employee development plans, performance reviews and continual feedback
• Monitor team growth and cohesiveness to establish career pathing
• Participate in hiring and interviewing with Program Manager
• Assist in training new staff
• Partner with the Education team to establish and maintain training material for the Payroll systems
• Track and report on team KPI’s
• Ensuring staff are using PBS Academy courses and any other training tools.
• Willingness to commit to an ongoing system of education and cross-training
• Adoption and adherence to all departmental and corporate values

Qualifications
• Strong understanding of Windows Operating Systems
• Have 1-2 years’ experience in software support or management or related industry experience.
• Must hold a valid driver’s license and passport, with the ability to travel to Canada and PBS regional offices.
• Excellent problem solver with the ability to “think on your feet”
• A self-starter who can learn quickly and always follow through on tasks
• Effective communication and presentation skills to a wide variety of audiences
• Strong technical aptitude
• Previous experience in a customer service, management or business development role would be an asset
• Previous experience in the Automotive industry coupled with knowledge and use of DMS products is also an excellent asset
• Solid computer knowledge Microsoft Office Suite
• Strong base knowledge of industry standard business applications

Working conditions and Equipment
• This is a full-time permanent role, PBS works a 40-hour work week
• Travel up to 1 week per quarter, unless more is requested due to operational necessity
• The occasional weekend shift to accommodate your travel schedule
• Standard PC provided at time of hire
Physical Requirements
• This role will require extended periods of standing and/or sitting at a desk
• Lifting to a light level (up to 20 lbs./10 kgs on an occasional basis, and up to 10 lbs. /5 kgs on a frequent basis)

Direct Reports
• Subsidiary Products/Payroll Specialist - Tier 1
• Subsidiary Products/Payroll Specialist - Tier 2
• Subsidiary Products/Payroll Specialist - Tier 3

What we offer:
• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• Free parking
• Staff events
• Great referral bonus
• Staff discounts with GM, Dell, Goodlife 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. Accommodations will be provided during the hiring process as required