Bilingual (French and English) Parts Support Analyst

PBS Systems; Calgary; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Professional Development

Travel Opportunities

Health benefits

PTO

Inclusive culture

Employee recognition

Competitive compensation

Staff discounts

Job summary

PBS Systems is seeking a bilingual (French/English) Parts Support Analyst to join the Client Services team in Calgary. You will provide top-quality support to clients contacting our call center, resolving issues, and escalating when necessary.

The role requires travel across Canada and the USA, and collaboration with multiple departments to improve service delivery. You will develop product knowledge, attain program certifications within the team, and contribute to achieving KPI targets while

Qualifications

• Must communicate clearly in French and English, written and verbal.
• Previous customer service or helpdesk experience is an asset.
• Ability to work independently and within a team.
• Strong attention to detail and effective time management.

Responsibilities

• Handle incoming external and internal issues through support channels (Phone, Email, Live Chat).
• Log and document all customer interactions in the ticketing system; escalate when needed.
• Collaborate with other groups to streamline service delivery.
• Identify opportunities to improve processes and client experience.
• Develop knowledge of PBS software and supporting infrastructure.
• Aim to achieve and exceed KPI targets set by the department.
• Travel at least 1 week per month across the US and Canada.

Skills

Bilingual: French/English

Customer service

Communication skills

Time management

Team collaboration

Education

High school diploma

Tools

Windows 10/11

Outlook

Excel

Word

Teams

Job description

Company Name: PBS Systems

Job Location: Calgary, AB (Tech Center)

Job Type: Full-time, Permanent

No. of Openings: 01

Job Requirement(s): Travel throughout Canada and USA, 1 week per month

Internal Job Title: Bilingual Parts Support Analyst - Tier 1

Reports To: Team Lead, Parts Support

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

PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System(DMS) provider in North America. Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting. What sets us apart is how we treat our customers - as partners, innovators and friends.

At PBS, we invest in your growth. Your career can progress in alignment with your strengths, interests, and aspirations.

The Role:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team as a Bilingual (French/English) Parts Support Analyst. You will provide top quality knowledge and expertise in both French and English languages, to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments.

Job Responsibilities:

• Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department and ensuring they are addressed in a professional and timely manner
• Logging and documenting all customer interactions within our ticketing system and escalating matters as required
• Collaborating with other groups/departments to streamline service delivery
• Identify opportunities to drive process improvements that positively impact the client's experience
• Develop knowledge and understanding of our software and supporting infrastructure
• Achieve program certification within your primary group within 3 months and additional program certification/s within 15 months
• Achieving and exceeding KPI targets and other metrics defined by the department
• Available to travel at least 1 week per month throughout the US and Canada
• Keeping abreast of software enhancements and new releases, by attending Apogees and reviewing release notes
• Commit to ongoing personal development and cross-training as recommended by your Team Lead

Qualifications:

• High school diploma
• Must have Valid Driver's license
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing in French and English
• Previous customer service, helpdesk or dealership experience will be considered an asset
• Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
• Strong decision making and analytical abilities
• Strong detail orientation
• Effective time management and organization skills.
• Ability to work independently and within a team environment

What we offer:

• Professional Development - Continuous training, industry certifications, and clear pathways for career advancement
• Travel Opportunities - Travel to locations across Canada, the U.S., and the Caribbean
• Comprehensive health benefits - Medical and dental coverage to support your well-being
• Paid Time Off - PTO to help you recharge and maintain work-life balance
• Inclusive culture - A collaborative, supportive team environment where your ideas and voice truly matter
• Employee recognition - Regular appreciation programs and performance-based incentives
• Competitive compensation package
  • Competitive annual base salary
  • Up to $4,800 per year in product certification bonuses
  • Outstanding travel incentive bonuses
  • Additional performance incentives
  • Attractive employee referral bonuses
• Staff discounts - Exclusive savings with partners such as GM, Dell, 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. Accommodation will be provided during the hiring process as required.