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Job Description Monroe Tractor is a well-known and respected construction equipment and agricultural equipment dealer with over 70 years of experience servicing the northeastern US. With 18 locations throughout New York, Pennsylvania, Vermont, Connecticut, and Massachusetts, we pride ourselves on providing best-in-class sales and support to over 15,000 hardworking customers. Since our founding in 1951, the industries we serve have been transformed by the technologies, equipment, and capabilities undreamed of decades ago. But the people we serve haven't changed, and neither have we. We're still a family-owned business! We are seeking a seasoned professional that can lead all the activities related to the Telematics and CRM department. The Fleet Telematics Specialist is an integral member of the team, tasked with managing and providing operational support for Monroe Tractor's internal fleet. Monroe Tractor offers remote and in-shop, data analytics and diagnostic tool management to the Heavy Construction and Agriculture industry. Our technicians need to have a reliable network where they can interface with machines over the air (OTA) and this position will be crucial to the success of Monroe Tractor establishing a proactive service department that strives for 100% uptime for our internal fleet. We are looking for someone that is ready to put their skills and expertise alongside the brightest minds to impact the industries that we keep working! This position reports to the Product Specialist Director and is a fully in-office position at our Corporate Office in Henrietta, NY. Pay range: $60,000 to $70,000 Benefits • Medical, dental & vision Insurance, • 401K plan + match, • Competitive paid time off policy, • Short/Long term disability, • Family owned and operated, • Annual reviews, • Bachelor's degree in related field such as Computer Science or Business or 5 years equivalent experience., • An understanding of Construction and Agriculture technology or medium/heavy duty mechanics is a plus., • Preferred 3 or more years managing product support projects and/or teams., • Preferred 3 or more years in sales or operations (customer support)., • Experience managing multiple projects concurrently and effectively., • Determination to deliver a superior customer experience., • Excellent oral communication and organizational skills., • Strong knowledge of Microsoft Office., • Ability to communicate with diverse audiences., • Analyze and consolidate data to evaluate efficiencies and identify areas for improvement, • Operate independently to set prioritization of actions and develop best practices while collaborating with other subject matter experts., • Act as main contact for conflict resolution within the department, • Systems support:, • Understand background of implementation and familiarize current tools in CRM and integration from CDK, • Oversee and manages updates, new users, user support and permissions for CRM, Badger, EDA, and Dealer portal., • Act as subject matter expert within the department to develop and implement policies/procedures to support the business units' financial and customer service metrics., • Understand Monroe Tractor's remote product offerings and drive the usage of those products within our organization., • Manage the live database within the required OEM Fleet monitoring systems for accuracy and proper location so the reporting structure to our service departments is accurate and reliable., • Manage and monitor the entire fleet of units in inventory for Technical Faults, Service intervals, and Down Machines., • Lead and manage all aspects of the OEM Service Agreements including but not limited to Preventative Maintenance Plans (PMP), Product Improvement Programs (PIP), Extended Warranties., • Act as lead contact with Point of Contacts (POC) at internal dealer locations including virtual conference meetings and on-site visits., • Lead all phases of system deployment. This includes initiation, planning, execution, control, and closure., • Assist any ongoing support of our associates and their remote access by acting as a contact person to help them manage their portal accesses., • Work closely with internal departments and communicate at all levels., • Some travel required., • Management of our service departments tooling regarding remote capable interfacing., • Management of OEM software to include current versions and renewals., • Assist our internal teams with OEM licensing requirements., • Provide leadership regarding direction of projects and provide guidance to appropriate parties., • Manage metrics to meet or exceed responsibilities and provide monthly reporting to management., • Ensure support issues are addressed and escalated promptly, as necessary.