Dealer Systems Support & Implementation Specialist

SUMMARY:
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POSITION INFO:

We are seeking a highly motivated and experienced Dealer Systems Support & Implementation Specialist to support and optimise a leading automotive dealership’s systems and processes across the network.

This role combines technical application support, system analysis, problem solving, and training with deep dealership operational understanding. The successful candidate will work closely with the technical team and dealerships to ensure effective system adoption, compliance with relevant standards, and continuous operational improvement.

The successful candidate will demonstrate an analytical yet personable approach when engaging with dealer users, identifying issues and communicating clearly with the technical team responsible for the platform to prioritise resolution.

What you'll do:

• System Support & Analysis
  
  • Provide application and system support on the dealership platform, both remotely and on-site.
  • Analyse system-related issues, perform root cause analysis, and articulate requirements with product owners and developers, seeing these through to production.
  • Troubleshoot and resolve system issues in line with SOPs, business rules, and compliance standards.
  • Recreate dealership issues where necessary to identify process or system gaps.
  • Monitor system performance and recommend continuous improvements.
• Implementation & Optimisation
  
  • Support system rollout initiatives and targeted project implementations (including post-production testing).
  • Support developers during implementation and optimisation of business features across platforms.
  • Assess dealership environments and tailor solutions in accordance with relevant standards and dealer-specific operational needs.
  • Identify inefficiencies, incorrect processes, and opportunities for improvement, implementing corrective actions.
• Training & Dealer Engagement
  
  • Deliver onsite and remote training on platform functionality to dealership staff across Sales, Aftersales, and support functions.
  • Conduct individual and group training sessions to ensure effective system adoption.
  • Perform needs analyses, user assessments, and interviews to identify training gaps and development areas.
  • Provide ongoing coaching, follow-ups, and performance reviews with dealerships.
  • Build strong relationships with dealership staff and management to support change adoption.
• Stakeholder & Business Collaboration
  
  • Act as a liaison between dealerships and technical teams.
  • Translate business and operational requirements into system improvements and solutions.
  • Liaise and socialise proposed improvements with product owners.
  • Communicate dealership feedback, issues, and improvement opportunities to product owners.
  • Maintain strong, collaborative relationships across all levels of the business.
• Monitoring, Reporting & Continuous Improvement
  
  • Monitor dealership system usage, adoption levels, and implementation progress.
  • Analyse performance using system reports and operational metrics.
  • Prepare and deliver monthly reports on implementation progress, adoption, risks, and performance trends.
  • Track compliance with relevant processes and system usage standards.
  • Drive a continuous improvement mindset across dealer operations and system utilisation.
• Documentation & Governance
  
  • Maintain accurate documentation of system issues, resolutions, training activities, and process improvements.
  • Ensure adherence to SOPs, compliance standards, and governance requirements

Your Expertise:

• Minimum 5 years’ experience within a dealership environment (essential)
• 2+ years’ experience in product support, system support, business analysis, or software implementation
• Experience across multiple dealership functions (Sales, Service, Parts, Admin) highly advantageous
• Strong understanding of automotive dealership systems, workflows, and operational processes
• Experience with dealership Sales systems and PSE (preferred)
• Proven experience in troubleshooting system/application issues
• Valid driver’s license and own reliable transport
• Willingness and ability to travel
• Exposure to testing and QA processes – advantageous
• Advanced Microsoft Excel skills – advantageous

Qualifications:

• Matric (Grade 12) – essential
• Diploma or Degree in Business, IT, or related field – advantageous

Skills & Competencies:

• Strong analytical and problem-solving ability with a root cause focus
• Logical, structured, and detail-oriented thinking
• Excellent communication skills (verbal and written)
• Strong interpersonal and stakeholder engagement skills
• Ability to train, mentor, and influence users at all levels
• Goal-driven, proactive, and results-oriented
• Ability to work independently while managing multiple engagements
• Strong planning, organisation, and time management skills
• High resilience and ability to perform under pressure

Desirable Attributes:

• Experience in system analysis or IT/application support within a dealership environment
• Exposure to data analysis, reporting tools, and process improvement methodologies
• Continuous improvement mindset with a focus on operational efficiency
• Strong understanding of dealership performance metrics and reporting

Key Success Indicators:

• Efficient resolution of system issues with minimal disruption
• High levels of system adoption and user satisfaction across dealerships
• Strong compliance with relevant standards and system usage
• Successful implementation of dealer-specific solutions aligned to business needs
• Improved dealership performance through effective system utilisation
• Strong stakeholder relationships and effective on-site engagement outcomes