Operations OEM Support Manager

Location: Greensboro, NC
Department: Operations
Employment Type: Full-time
The Operations OEM Support Manager will manage the support relationship with an Original Equipment Manufacturer (OEM). This position will be a hybrid position on site at both the OEM office and Noregon. This position will be responsible for managing all ongoing Noregon products and services that Noregon and the OEM implement together. This candidate needs to maintain current projects as well as assistance in planning future opportunities. They will work closely with the custom solutions sales team, product management, and engineering. We are looking for someone that is ready to put their skills and expertise alongside the brightest minds to impact the industry that keeps us going!
Essential Duties and Responsibilities:

• Understand Noregon products as well as the products necessary to support our OEM.
• Provide OEM with an exceptional, high-touch, and effective support experience.
• Onboard new OEM Participants and Dealer partners and serve as Noregon’s primary Operations point of contact on-site.
• Respond to inbound inquiries about product features, bugs, etc.
• Troubleshoot complex issues and translate pain points to effectively resolve issues.
• Improve our support workflows around issue resolution and product insights.
• Spot trends in partner issues and communicate feedback to cross-functional teams.
• Track contract requirements and operationalize processes to improve partner experience.
• Help build and maintain a central knowledge base.
• Train appropriate personnel on necessary workflows, standard processes, and internal tools.
• Develop product and issue specialization to improve the quality of support.
• Create new, and continue to improve, the operational systems, processes, and policies in support of the organization’s mission.
• Communicate opportunities and potential issues to other Noregon departments including sales, product management, accounting, product support, and operations.
• Create metrics that provide insight into all the services function and performance related to the OEM.
• Represent operations for Noregon and the OEM in the appropriate meetings and disseminate knowledge, as needed.
• Work closely with internal teams and communicate at all levels.
• Provide operations support knowledge regarding direction of projects and provide guidance to appropriate parties.
• Ensure support issues are addressed and escalated promptly, as necessary.
• Perform all other duties as assigned.

Education& Experience:

• Bachelor’s degree in a related field such as Computer Science or Business, preferred.
• 5 years of experience in operations, customer support, or account management
• An understanding of automotive technology or medium/heavy duty mechanics is a plus.
• Experience managing multiple projects concurrently and effectively.

Additional Eligibility Requirements:

• Experience using Excel and/or basic data & insights tools.
• Able to work non-traditional hours (outside of 9:00am-5:00pm) occasionally.
• Experience in the trucking and Telematic Service Provider industry.
• Excellent communicator – both written and verbal – across all audiences.
• Ability to manage multiple customer initiatives simultaneously.
• Excellent attention to detail and organizational skills.
• Strong analytic and strategic thinking skills.
• Process oriented mindset.
• Ability to work independently.
• Experience with API’s.
• Experience with UI’s.
• This is largely a sedentary role; however, some on- and off-site vehicle testing and/or demonstration may be required. This would require the ability to enter heavy-duty trucks and gain access to various engine components as needed, in addition to standing, walking, reaching, kneeling, bending and stooping as necessary.
• Travel approximately 5%

Company Information:
Noregon specializes in creating custom software solutions and products for the commercial transportation and military industries. In addition to in-shop diagnostic solutions for the commercial fleet and repair industry, Noregon provides expertise in e-business, client-server, & embedded applications along with onboard vehicle network development. For more information on Noregon services and products, visit www.noregon.com
We have Great Benefits!

• Flex Work Hours
• Outstanding Recognition Program (offering substantial prizes!)
• Full Benefits Package including 401k, Medical, Dental and PTO
• Competitive Salary
• Innovative Industry Leader
• 14 days of vacation and 9 paid holidays

Ready to make the next move?

Resumes can also be emailed to Noregon Systems, Inc. at jobs@noregon.com or faxed to (336) 615-8564

Disclaimer: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Job Type: Full-time