Product Delivery Consultant (Aftersales)

Prefered skills

Communication, Customer Service, Analytical Skills, Time Management

Job description

Position: Product Delivery Consultant (Aftersales)
Reporting to: Product Delivery Lead
Role: As PDC you will be responsible for delivering Pinewood technology-led solutions to fully satisfy Pinewood DMS Customers purchases. Your key focus will be to collaborate closely with Pinewoods Customer Success Team and Customers to deliver ongoing mutually profitable partnerships.

Responsibilities:
Will include but not be limited to:
1. Rich understanding of Pinewoods values with buy in to fully live them in your business delivery.
2. Ownership of specific account relationships and project delivery to Customers complete satisfaction.
2.1. Building on Pinewoods acknowledged Customer service excellence to deliver revenue growth.
3. Scoping, identifying and delivering solutions to successfully transform service delivery in automotive sector.
4. Close collaboration with the Customer Success Team (CSCs) to fully understand ongoing customer dynamics in the ecosystem.
5. Ensuring an excellent level of Pinewood DMS knowledge by actively staying close to the releases, continuously evaluating the impact that the product could have in the process flows our customers.
6. Working with the Customer Success Team to ensure any identified challenges raised are resolved timeously.
7. Competently fulfilling all required administrative duties timeously allowing for clarity on activities on a daily basis (functional use of Autotask).
8. Agility to work through project / post sales offsite tasks whist managing the day-to-day customer queries in an efficient and timeous manner.

What makes you a standout candidate:
1. Understanding Customer satisfaction in the B2B space.
2. Ownership of delivery performance.
3. Excitement to use and develop your skill set.
4. Project management discipline.
5. Analytical balanced approach to solving problems.
6. Agility to optimise opportunity in a fast-paced dynamic environment.
7. High attention to detail across several concurrent workstreams.

Requirements of the Job:
1. Strong passion for delivering customer service and unlocking opportunities.
2. Understanding of the Pinewood DMS and related technologies to be able to deliver product skills that are at a Beginner and/ or Intermediate level.
3. Basic understanding of the automotive industry including motor dealer work streams.
4. Proven track record of successfully living the Businesss Values.
5. Excellent written and verbal communication skills.
6. Willingness and ability to comfortably travel to, engage and deliver at customers premises, specifically for live weeks.
7. Aftersales work experience within a dealership. (Eg. Service Advisor, Parts consultant etc.) 

Expectations of Character:
Attitude
1. Learning
o Take every opportunity available to grow yourself and others (Internally / Externally)
o Actively applying learnings from previous mistakes

2. Team Player
o Maintaining and fostering healthy peer relationships within both your team and the rest of Pinewoods departments.

Self-Management
1. Resourcefulness and management of expectations
o Drive hard to meet deadlines and manage expectations when deadlines are going to be missed.
o Work on your own without supervision or explicit detailed instructions.

2. Time Management
o Take initiative and originate action.
o Manage time and resources effectively based on the estimates provided.
o Consider alternative scenarios and contingency plans.
o When dealing with multiple objectives set up priorities so you have set time related goals.

Thinking
1. Analysis
o Gather information systematically while having a keen understanding of context.
o Synthesise and summarise information for it be meaningful.
o Pay careful attention to details, minimizing mistakes and actively thinking about ways to reduce errors
o Innovate when you see it can be better
o Identify areas that need improvement, opportunities to drive our customers success.

2. Judgement
o Dont operate on assumptions always clarify expectations internally and externally.
o Make sound decisions balancing risk and opportunity.
o Consider multiple stakeholders when making decisions.

Communication
1. Influencing and advising
o Present yourself confidently and professionally.
o Deal easily with people internally and externally at both senior and junior levels.
2. Acknowledgment and notifications
o Acknowledging all communication addressed to you timeously.
o Ensuring all stakeholders are kept updated with any feedback they should know/need to action.

What does success look like for you in the short term?
1. Satisfaction at a job well done.
2. Respect and accordingly confidences of your peers in an agile 360 degree matrix structure that successfully delivers measurable Customer satisfaction.

Measurements of success:
1. Project completion on time.
2. Support SLAs achieved.
3. Customer Satisfaction.
4. Growth in the Pinewood DMS knowledge.
5. Customers profiles kept updated with accurate details on changes for full business visibility.

Rewards:
Incentive structure for opportunities invoiced following being identified and provided to the BDEs.