Specialist, Connected Services

Mazda Canada Inc; Richmond Hill; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

An automotive company in Richmond Hill is seeking a Specialist in Connected Services. This role involves operational support for the Connected Vehicle program, focusing on customer subscriptions, data analysis, and training. Candidates should have relevant education and experience in operational support or customer service, along with strong organizational and analytical skills. The position offers a hybrid work arrangement, allowing for both remote and in-office work, emphasizing a commitment to service excellence.

Qualifications

• 2–4 years of relevant work experience in operational support or customer service.
• Strong attention to detail and organizational skills.
• Good analytical skills with proficiency in data handling.

Responsibilities

• Oversee subscription life-cycle processes for Connected Vehicle services.
• Monitor and analyze Connected Vehicle usage data.
• Prepare reports on key performance indicators for management.

Skills

Organizational skills

Analytical skills

Communication skills

Customer service orientation

Problem-solving skills

Ability to manage multiple tasks

Education

Post-secondary education in Business, IT, or Communications

Tools

Excel

Job description

Work Arrangement: Hybrid (Home Office/Richmond Hill Office)

At Mazda, we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible. We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you.

Role Overview

Reporting to the Manager, Connected Services, the Specialist, Connected Services is responsible for the day-to-day operational and administrative support of the Connected Vehicle program. The incumbent will handle key functions such as customer subscription support, data analysis and reporting, training and incident management to ensure Connected Vehicle services run smoothly. By diligently executing these tasks and coordinating with various stakeholders, the Specialist, Connected Services helps deliver a positive connected vehicle experience for customers and provides valuable operational support to the organization.

Responsibilities

• Oversee subscription life-cycle processes (activations, renewals, cancellations) for Connected Vehicle services, ensuring accurate account status and the finest customer UX/UI experience.
• Monitor and analyse Connected Vehicle usage data and subscription metrics, identifying trends or anomalies that can inform business decisions.
• Prepare regular reports and dashboards on key Connected Vehicle performance indicators (e.g., enrolment rates, subscription penetration, feature usage, etc.) for the Connected Services team and management.
• Develop and deliver training sessions for internal staff on Connected Vehicle features, subscription processes, and best practices, to ensure stakeholders are knowledgeable and up to date.
• Provide ongoing support to field staff and Retailer teams by answering questions, addressing concerns, and sharing updates related to Connected Vehicle services.
• Create and distribute communications such as bulletins, user guides, or update notes to Retailers and internal teams regarding new Connected Vehicle features, updates, or known issues.
• Coordinate with external vendors or service providers for Connected Vehicle, logging and following up on service tickets, system issues, or feature requests to ensure prompt resolution.
• Assist the Manager, Connected Services with vendor management tasks by tracking vendor deliverables and performance metrics, helping ensure vendors meet their service level agreements and contractual obligations.
• Monitor the Connected Vehicle systems for any service outages or incidents and promptly elevate issues to the appropriate IT or vendor teams for resolution, minimizing impact on customers and retailers.
• Assist in testing new Connected Vehicle features, mobile app updates, or system changes, providing feedback on functionality and reporting any defects prior to release.
• Participate in occasional evening meetings with Mazda USA and Mazda Japan to support UAT, troubleshooting and ensure alignment on strategic and operational matters.

Qualifications

• Completed post-secondary education in a related field (e.g., Business, Information Technology, or Communications).
• 2–4 years of relevant work experience, preferably in an operational support, customer service, or administrative role.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and maintain accurate records.
• Good analytical skills and proficiency with data; comfortable using Excel and other tools to generate reports and interpret metrics.
• Effective communication skills, both verbal and written.
• Able to clearly convey information in training sessions, support interactions, and written communications with team members, Retailers, and customers.
• Experience in customer service or technical support, with proven problem-solving abilities and a customer-focused mindset.
• Ability to work collaboratively in a team environment and independently, handling priorities in a fast-paced setting.
• Knowledge of connected vehicle technology, telematics, and mobile applications is an asset.
• Prior experience in the automotive industry or a related technology environment is an asset.
• Familiarity with dealership operations or supporting automotive mobile applications is an asset.

Mazda Canada Inc. is an Equal Opportunity Employer and upon request by the applicant, accommodations will be provided in all parts of the hiring process.

Thank you for your interest in this position!