Parts Support Analyst

PBS Systems; Texas; On-site; USD 42,000 - 53,000; Full time

Benefits offered by this job

Professional Development

Travel Opportunities

Comprehensive health benefits

Paid Time Off

Inclusive culture

Employee recognition

Competitive compensation package

Staff discounts

Job summary

PBS Systems is seeking an enthusiastic Parts Support Analyst to train customers on the Parts module of our dealership software. You will guide implementations, provide ongoing support, and help customers succeed with installation and training processes.

Responsibilities include handling inquiries through multiple channels, documenting interactions, and collaborating with other teams to improve service delivery. Travel up to one week per month across the USA and Canada is required.

Qualifications

• High school diploma is required.
• Valid Driver’s license is required.
• Customer service or helpdesk experience is a plus.
• Proficiency with Microsoft Office (Windows 10/11, Outlook, Excel, Word, Teams).

Responsibilities

• Handle incoming issues via phone, email, and live chat and resolve them professionally.
• Log interactions in the ticketing system and escalate when needed.
• Collaborate with other teams to improve service delivery and client experience.
• Identify opportunities to improve processes affecting client satisfaction.
• Maintain software knowledge and attend release notes to stay updated.

Skills

Customer service

Communication

Time management

Teamwork

Problem solving

Education

High school diploma

Tools

MS Office

Job description

Company Name: PBS Systems

Job Location: Arlington, TX

Job Type: Full-time, Permanent

No. of Openings: 01

Job Requirements: Travel across Canada and USA up to 2 weeks per month; 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 Parts Support Analyst, you will provide excellent training to our new and existing customers in the Parts module of our software, by assisting customers during the installation and training process of their new dealership software.

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 requesting escalations 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 the supporting infrastructure
• Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
• Achieving and exceeding KPI targets and other metrics defined by the department.
• Keeping abreast of software enhancements and new released, by attending apogees and reviewing release notes
• Commit to an ongoing professional development and cross-training as recommended by your Team Lead
• Achieve program certification within your primary group within 6 months and additional program certification(s) within 18 months
• Available to travel 1 week per month throughout the USA and Canada

Qualifications:

• High school diploma
• Must have Valid Driver’s license
• Previous customer service, helpdesk or dealership experience will be considered an asset
• Excellent computer skills with a proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• 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 ($42,000k/yr. - $53,000k/yr.)
  • 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

PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.