Job description

The Operations Program Manager – TripVision will manage and provide operations support for Noregon’s TripVision customers and their products.

KEY RESPONSIBILITIES:

Tasks:

· Drive and complete all the tasks surrounding operations regarding TripVision customers and their products.

· Provide TripVision customers and TripVision TSPs with an exceptional, high-touch, and effective support experience.

· Provide leadership regarding direction of projects and provide guidance to appropriate parties.

· Assist Custom Solution/TripVision Sales Team to manage the daily operations of the TripVision product.

· Communicate opportunities and potential issues to other Noregon departments including sales, product management, engineering, accounting, product support, and operations.

· Assist Diagnostic Tool Management (DTM) Operation Program Managers (OPM) with Noregon managed TripVision software issues relating to the DTM accounts.

· Ensure support issues are addressed and escalated promptly, as necessary. Enter product bugs into the appropriate systems.

· Create new, and continue to improve, the operational systems, processes, and policies in support of the organization’s mission.

· Support price changes including communication to customers and employees, when appropriate. Recommend the written documentation and communication needs to the marketing team.

· Represent operations for Noregon with the TSPs and customers in the appropriate meetings and disseminate knowledge, as needed.

· Maintain change control of TripVision updates that will benefit the customers while minimizing disruption to the customer’s daily operations.

· Manage metrics to meet or exceed SLA responsibilities and provide monthly reporting to management.

· Prepare monthly billing and on occasion checking on payments.

· Work with cellular service organization and websites to manage data usage and communicate appropriately, including timely purchase of data, as needed.

· Perform all other duties as assigned.

Products:

· Understand the TripVision product including all aspects from backend setup to customer demos and support.

· Have a full understanding and be able to document actions of the software including their ability to perform all functions within the licensing tools and recognize when and what actions need to be taken and be able to take those actions.

· Recognize and resolve issues/concerns.

Processes:

· Work closely with the process team to develop and write processes for the sales team, accounting team, order fulfilment team and all other departments or customers related to the TripVision product.

Communication:

· Build relationships with each TSPs and customers points of contact (POC) including virtual conference meetings and on-site visits with the ability to communicate at all levels.

· Work closely with the sales team to ensure orders are entered properly.

· Work with the Order Fulfillment (OF) team and ensure products are shipped appropriately.

· Work with accounting to credit or refund customers when order issues occur.

· Provide updates to marketing for the webstores as products change.

· Make recommendations to TSPs to assist them with performance of their software.

· Inform support of new updates or issues.

· Provide feedback to engineers for release issues/concerns.

· Act as a liaison between customers, TSPs, product management and engineers for issues that are not able to be resolved.

· Communicate customer escalations to TSPs to elicit support from the TSP for product related issues.

· Ensure support issues are addressed and escalated promptly, as necessary.

Reporting

· Create, provide and decipher reports to all parties, to include:

o TripVision Metrics

o Data Usage

o Other

SUPERVISORY RESPONSIBILITIES:

· This position may include supervisory responsibilities over DTM Tech Leads, as assigned.

WORK ENVIRONMENT:

· This job operates in a professional office environment. The role routinely uses standard office equipment.

EDUCATION/EXPERIENCE REQUIRED:

· BS Degree in a related field such as Computer Science or Business Management, or five years equivalent experience.

· An understanding of automotive technology or medium/heavy duty mechanics is a plus.

· Preferred three or more years managing product support projects and teams.

ADDITIONAL ELIGIBILITY REQUIREMENTS:

· Experience managing multiple projects concurrently and effectively.

· Demonstrate strong team management skills.

· Excellent oral and written communication skills.

· High level proficiency using Microsoft products and CRM software.

· Ability to multi-task in a fast-paced dynamic environment.

· Ability to understand and detail processes.

PHYSICAL REQUIREMENTS:

· This is largely a sedentary role; however, moving computer kits and hardware is required.

· Working in a shop or fleet yard is a possibility.

· Basic motor skills and manual dexterity for extensive computer usage are required.

· Sitting for extended periods of time is required.

· Talking, hearing and close vision abilities are required.

· Standing, walking, reaching, kneeling, and crouching required.

· Stress may occur with changing priorities, tight deadlines, and long hours.

· Ability to regularly lift 25 pounds.

TRAVEL REQUIREMENTS:

· Up to 7%

*This position description outlines the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

**Disclaimer: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer. Noregon Systems, Inc is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

Job Type: Full-time

Pay: $60,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• High Point, NC: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Operations management: 4 years (Preferred)

Work Location: In person

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