Reg vCare Pro-Suite SME Field Consultant

Overview

The Regional vCare Pro-Suite SME, Field Consultant serves as the primary field-based technical resource supporting dealer installations, implementations, onboarding, training, troubleshooting, adoption, and ongoing support of vCare Pro systems, applications, platforms, and related solutions within an assigned geographic region. This role functions as a subject matter expert and trusted advisor to dealer service and fleet management teams, helping drive successful deployment, utilization, and growth of vCare Pro‑Suite solutions while promoting a Remote First service strategy.

• Serve as the regional subject matter expert for vCare Pro-Suite systems, applications, services, and workflows.
• Support dealer onboarding, implementation, training, and adoption initiatives for vCare Pro solutions.
• Provide advanced troubleshooting and technical support for vCare Pro systems across sales and service channels.
• Function as the regional escalation point for complex technical issues and coordinate resolution efforts with internal support teams and dealers.
• Analyze system configurations, operational issues, and application functionality to identify root causes and implement corrective action plans.
• Document technical investigations, findings, recommendations, corrective actions, and final resolutions.
• Deliver technical training, onboarding programs, workshops, and knowledge-transfer activities for dealer service and fleet management personnel.
• Conduct vCare Pro-Suite workshops and support implementation of a Remote First service strategy.
• Train and support dealers in the use of remote service capabilities, including remote firmware updates, Remote Panel functionality, and Scan and Reset tools.
• Provide guidance on template creation, deployment methodologies, security settings, fleet standardization, and best practices.
• Assist dealers in increasing remote issue resolution, reducing on-site service activity, and improving operational efficiency through utilization of Pro-Suite tools and workflows.
• Support dealer ERP integration initiatives to ensure successful implementation, workflow alignment, and user adoption.
• Collaborate with Sales DX Support counterparts and other cross-functional teams to ensure successful dealer support engagements and knowledge transfer.
• Support hotline, email, virtual, and on-site technical support activities.
• Participate in strategic implementation projects, enterprise deployments, workflow assessments, and large-scale solution implementations.
• Provide after-hours support when business needs are required.
• Travel up to 25% to support dealer engagements and training activities.

• Advanced knowledge of vCare Pro systems, applications, platforms, and associated workflows.
• Strong analytical, diagnostic, and troubleshooting skills.
• Ability to identify, evaluate, and resolve complex technical and operational issues.
• Strong knowledge of dealer service environments, fleet management processes, and remote service methodologies.
• Ability to effectively deliver technical training, onboarding programs, and presentations.
• Excellent verbal, written, interpersonal, and presentation skills.
• Strong customer service orientation and relationship management capabilities.
• Ability to work independently and collaboratively across multiple teams and stakeholders.
• Strong organizational, project coordination, and time-management skills.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Strong documentation, reporting, and knowledge-management skills.
• Proficiency with Microsoft Office applications and collaboration tools.
• Knowledge of network infrastructure, firewall administration, security policies, and remote management technologies preferred.
• Bachelor's degree:
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