Team Lead - Smart Client

at  PBS Systems

Company Name: PBS Systems
Job Location: Calgary, Alberta
Job Type: Full-time, Permanent
No. of Openings: 01
Internal Job Title: Team Lead - Smart Client
Reports To: Director of Support Operations
Job Requirement(s): Up to 2 weeks of travel within Canada and the US
“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! “

Qualifications

• Computer degree and 2+ years industry experience required.
• Computer hardware, software and networking experience required, including MS Windows Server and Client operating systems, printers and peripherals.
• Supervisory experience and/or training is desired, but not required
• Knowledge of the automotive dealership environment is desired but not required.
• Systems Thinking - the ability to see how parts interact with the whole (big picture thinking)
• Interpersonal and leadership skills - collaboration, facilitation, and negotiation skills
• Emotional intelligence - self-awareness, confidence, ability to manage conflict, empathy
• Communication skills, both written and spoken
• Ability to explain complex technical issues in a way that non-technical people may understand
• Ability to quickly learn new technology, such as complex hardware and software applications
• Project and program management planning and organizational skills
• Customer service orientation
• Time management and prioritizatio

The Smart Client Implementation Team has been created with the goal to migrate most of our customers to the Smart Client deployment method of our V10 software from either Remote App or Remote Desktop Services.
The Smart Client Team Lead will lead the team of Smart Client Technical Support Representatives that will work on migrating customers both remotely and onsite. The team will facilitate all aspects of the migration, Icon installation, printer setup, peripheral setup, and testing with the end users. The Team Lead will ensure proper planning and communication is established.
This position is based in our Calgary Tech Centre Office and is NOT a remote or Hybrid opportunity.
Duties and Responsibilities

Work Force Management

• Participates in weekly interdepartmental meetings with the Director of US Operations and/or Smart Client Program Manager to review project status, discuss issues and future needs.
• Supervises the assigned SC staff including planning, appointing, directing and evaluating work in this area.
• Participates in Interviews and provides recommendations for hiring staff to meet corporate requirements.
• Performs annual evaluations for assigned SC staff.

Project Management

• Prepare and execute department schedules and oversee execution from start to finish.
• Communicates with customers to schedule installs and address any concerns.
• Oversee projects in the Smart Client department to ensure that all work is finalized for each install and any required follow-up is completed. Any concerns with performance are escalated to the department’s Program Manager.
• Develops a proficiency in how the v10 software addresses the following to ensure installation process is optimized to minimize issues:
• RDP connections
• printers and other peripherals
• payroll integration
• connections to multiple sites for larger dealership groups
• Capitalizing on already established methods, develops a stream-lined process to install Smart Client and Evergreens.
• Works closely with internal teams such as IS Tech, Tech Services, DIT, and Development on progress and any technical challenges that need to be escalated.
• Conduct internal pre-install and post-install reviews, to identify any potential or new problems, and take the steps necessary to eliminate recurrence of those problems on future installs.

Record Keeping & Misc. Responsibilities

• Monitor Team KPI’s to ensure they are meeting departmental goals.
• Seeks to gain a better understanding of our products through continued training, review of manuals, etc.
• Mentor and guide more junior technical resources.
• Other work-related duties as assigned by management.

Qualifications

• Computer degree and 2+ years industry experience required.
• Computer hardware, software and networking experience required, including MS Windows Server and Client operating systems, printers and peripherals.
• Supervisory experience and/or training is desired, but not required
• Knowledge of the automotive dealership environment is desired but not required.
• Systems Thinking - the ability to see how parts interact with the whole (big picture thinking)
• Interpersonal and leadership skills - collaboration, facilitation, and negotiation skills
• Emotional intelligence - self-awareness, confidence, ability to manage conflict, empathy
• Communication skills, both written and spoken
• Ability to explain complex technical issues in a way that non-technical people may understand
• Ability to quickly learn new technology, such as complex hardware and software applications
• Project and program management planning and organizational skills
• Customer service orientation
• Time management and prioritization