OverviewThe Field Team Manager, vCare-DX Remote Integration serves as the senior technical leader supporting a "Remote First" service strategy through adoption of vCare Pro-Suite remote service solutions. This role leads a team of Regional vCare Pro Solutions Consultants responsible for dealer onboarding, implementation, training, technical support, and deployment of vCare Pro-Suite, Looker, and related DX initiatives nationwide.
The position serves as the highest-level technical escalation resource for vCare Pro systems and works closely with Service Leadership, Sales DX Support, dealers, and internal stakeholders to drive solution adoption, operational efficiency, and successful deployment outcomes.
ResponsibilitiesKey Leadership Responsibilities- Lead, coach, and develop Regional vCare Pro Solutions Consultants.
- Establish team goals, performance expectations, and support standards.
- Conduct performance reviews, coaching, and development planning.
- Partner with Sales DX Support and Service Leadership to support strategic dealer engagements.
- Support onboarding and training of new team members.
- Drive collaboration, accountability, and continuous improvement.
Strategic Scope & Accountability- Support dealer adoption of Remote First service operations and vCare Pro-Suite solutions.
- Provide on-site technical leadership for implementations, onboarding, training.
- Support Fleet Manager, Hybrid Technician, and ERP integration initiatives.
Remote Service Strategy & Enablement- Lead dealer adoption for Sales growth via dealer enablement and focused adoption of vCare Pro-Suite remote service capabilities.
- Guide consultants in training, implementation, and best-practice development.
- Monitor adoption and identify opportunities to improve dealer performance and efficiency.
Technical Leadership & Escalation Management- Serve as the highest-level technical escalation resource.
- Provide advanced troubleshooting and resolution support.
- Coordinate escalations with internal and external stakeholders.
Field Support & Operational Oversight- Oversee regional field support, deployments, and training initiatives.
- Provide direct support for complex customer situations.
Training & Enablement- Lead onboarding and technical training programs.
- Develop proactive and "How To" documentation and nano-learning modules to support best practices at dealerships to ensure consistency of training materials and messaging.
- Maintain knowledge resources and support documentation.
- Support new product and solution introductions.
Consulting & Strategic Deployment Support- Lead implementation and deployment initiatives.
- Support workflow assessments, solution recommendations, and adoption strategies.
- Assist with enterprise deployments, Fleet Manager, Hybrid Technician, and ERP integration programs.
Continuous Improvement- Develop metrics and reporting to monitor performance and identify improvement opportunities.
Qualifications- Expert knowledge of vCare Pro systems and service solutions.
- Strong leadership, coaching, communication, and presentation skills.
- Advanced troubleshooting, analytical, and problem-solving abilities.
- Project management and organizational skills.
- Experience leading remote teams and managing multiple priorities.
- Strong training, documentation, and knowledge management capabilities.
- Proficiency with Microsoft Office, MS Project, and collaboration tools.
- Knowledge of Fleet RMM, networking, and security concepts preferred.
- 5+ years of vCare Pro systems experience.
- 2-3+ years of leadership or supervisory experience.
- Experience with technical support, troubleshooting, training, and escalations.
- Experience supporting dealer and field service operations.
- Bachelor's degree in related field or combination of education (Associate degree) or equivalent experience.
