Launch Specialist

Opportunity & Position Overview:

The Launch Specialist is responsible for ensuring from beginning to end that our customers/products are launched seamlessly and efficiently. Resolution includes but is not limited to the following:

Identify, research, and resolves technical problems, timely response to telephone calls, email and personnel requests for support. The position also required accurate documentation and tracking, and monitoring the launch to ensure a timely resolution. This position may also be called upon to deliver training and support needs for LotLinx personnel and customers with telephone/email/chat help desk activities. Support and demonstration of the LotLinx values and expectations for customer support and satisfaction are the fundamental to this team and position.

Duties & Responsibilities:

• Own the launching of product/customers

• Communication between teams; sellers, technical support, strategists to ensure timely launches

• Reaching out to 3rd parties, vendors and dealers to ensure accurate and required information

• Provide quality service to LotLinx’s internal customers in all assigned tasks, while upholding LotLinx values at all times

• Support all internal customers with product training, knowledge and expertise.

• Log and track support calls in the designated LotLinx system(s) prioritize and escalate jobs as required to ensure customer satisfaction.

• Identify and improve gaps in launches and data retrieval

• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.

• Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues.

• Assist with the development and testing of newly designed products for operational integrity and function

• Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.

• Identify and improve process and gaps within the launch process and systems

Qualifications, Competencies and Position Requirements:

Knowledge, Skills & Abilities

• Provide quality service to LotLinx internal customers in all assigned tasks, while upholding LotLinx values at all times.

• Must have strong administrative, organizational and technical abilities/skills

• Communication skills, strong verbal and written skills

• Strong understanding and comprehension skills

• Computer literacy skills and knowledge. Computer abilities with the understanding of terminology and functionality

• Ability to multitask - Sense of urgency; maintain a positive attitude

• Excellent telephone presence with organized follow-up skills

• Ability to be proactive and able to take direction and establish ownership of projects.

• Demonstrated networking skills, able to foster strong relationships internally and externally.

• Strong customer focus; service oriented attitude

Education & Experience

• Minimum 3 years of experience in a support or product launch environment

• Technical Trade school and/or Business diploma

• Prior Help Desk experience in a call center environment is an asset

• Knowledge of digital media is an asset

• Experience in Automotive is an asset