Field Operations Support Specialist

Summary

Join RAPP Dallas as a Field Operations Support Specialist and become a key member of our award-winning Account Leadership team. You will support the Field Operations Support team by working closely with OEM automotive fixed operations clients. Responsibilities include developing and managing marketing campaigns, submitting and tracking tickets, assisting with data extraction and reporting, supporting sales efforts, and training team members. The role requires strong organizational and communication skills, and up to 25% travel may be required. You will build relationships, become a trusted advisor, and promote dealership partnerships. Expect to work with a leading automotive brand and dealer network. This is a hybrid role with the option to work from home two days a week.

Requirements

• Bachelor’s Degree in Business (automotive or marketing preferred) or equivalent work experience
• 5+ years of automotive / marketing experience
• Ability to drive and/or fly to various client meetings, spend up to 25% of overnights in hotels, and maintain valid driver’s license
• Ability to develop relationships with key decision-makers
• Build relationships with both internal and external customers
• Identify, qualify, and resolve customer objections, problems, and needs in a diplomatic manner
• Develop strategies, action plans, and metrics to monitor results
• Effectively communicate ideas, challenges, and solutions
• Communicate and give presentations in front of groups
• Effectively convey processes and training
• Listen to others and appropriately act on information provided
• Multi-task, prioritize, organize, and coordinate projects to meet simultaneous deadlines
• Work autonomously with minimal supervision and under continual deadline pressure
• Work effectively in both a team and individual setting
• Work effectively in a fast-paced organization
• Use a variety of computer programs to track results (Salesforce.com, Word, Excel, Email, Internet, etc.)
• Must be able to travel up to 25% of the time

Responsibilities

• Develop and manage marketing campaigns
• Submit and track tickets to ensure efficient resolution
• Assist with data extraction and prepare reports for meetings, including standardized reports
• Support sales efforts and provide consultation based on reporting data
• Standardize and distribute monthly reports to both the FOS team and dealership partners
• Train incoming FOS team members and manage training content
• Collaborate with internal teams to create informational sheets for field distribution
• Build and maintain positive relationships with FOS team and clients
• Understand and drive key performance indicator (KPI) improvement
• Examine client performance (reporting, direct observation, etc.) to identify areas of opportunity for improvement within the fixed operations and make recommendations to FOS team
• Proactively communicate to FOS team and Management
• Strategize aftersales marketing performance and solutions
• Identify and recommend program changes and marketing strategies
• Maintain a high level of customer satisfaction by serving as an advocate and liaison between the dealer client, FOS team and internal teams
• Manage all customer issues and conflict resolution
• Enroll new orders for retention programs and custom campaigns
• Receive and submit account updates, enhancements, and recommended changes
• Use Salesforce on a regular basis
• Communicate all program changes, enhancements, and application bug fixes to the Account Management team
• Share results-oriented OEM marketing solutions, effectiveness, and challenges
• Successful completion of required training program and assessments
• Other duties as assigned

Preferred Qualifications

Live near a national airport

Benefits

• Health/vision/dental insurance
• 401(k)
• Stock options
• Healthcare & Dependent Flexible Spending Accounts
• Vacation, sick, and personal days and positive activism days
• Paid parental leave
• Disability benefits
• Competitive salary
• Hybrid work model with option to work from home two days a week