Job DescriptionThe Regional Technology Manager is an IT Customer Service Representative will work proactively with the company to measure, assess and remediate IT services delivered and supported across the region. This professional is involved in the day-to-day IT operations and support services across all technology disciplines that support the regional group of dealerships. This professional will work with us as we change the reputation on IT Support across the region from a highly reactive to a first-class Proactive IT service organization that is efficient and responsive to the dealership's needs. They are involved in all related store IT activities, infrastructure refinements and other strategic goals and objectives of the company.
Scope of Responsibility: Basic Duties- To be the face and voice of the company's' Corporate IT in the Region.
- To be the dealership advocate and point of contact working directly with the Regional and local management on matters needing escalation and IT planning.
- To be the Corporate IT advocate in monitoring compliance and enforcing compliance of corporate policies and procedures.
- Ensure MDF centers are professional organized & secure. PRIDE.
- Responsible in ensuring all production impacting changes are reported to the change management committee members.
- Proactively measure IT health performance and service delivery support daily using KPI metrics.
- Lead the effort on response to aged tickets that addresses sense of urgency
- Schedule and attend monthly meetings with dealership management to assess IT service performance as part of regular visits to dealerships.
- Schedule quarterly meetings with RVP to get feedback on IT regional performance and act on that feedback.
- Work with the BT Implementation Team on projects in your regions, including but not limited to acquisitions, new dealership openings, new dealership construction and remodels.
Additional Responsibilities- Manage the oversite of Break/fix troubleshooting.
- Perform administration activities.
- Evaluate and rate field technician performance. COACH.
- Assist in and execute certain local projects related to hardware/software, network upgrades, manufacture initiatives, divestitures, remodels, and construction.
Qualifications- 5 + years of Experience in technology customer support.
- Degree in technical or related field of study.
- Strong people skills, excellent communicator.
- Able to work in fast paced environment.
- Understand WAN/LAN basics (MPLS, Internet, basic routing and switching).
- Understand VoIP and telephony.
- Experience automotive industry a plus.
- Experience working in an Incident Management system.
