Job Overview
The Customer Success Specialist (DRT) is a Customer Success–aligned role that acts as the single point of contact for dealer issue resolution, owning cases end-to-end resolution across billing, orders, provisioning, service, support and payments. Operating in a centralized, queue-based model, the role manages intake, triage, coordination and closure of dealer requests in Salesforce, eliminating internal hand-offs and enabling dealers to focus on selling while strengthening retention and growth.
Responsibilities
Dealer Issue Resolution
- Act as the single resolution owner for dealer enquiries across multiple internal functions
- Deliver one-touch, end-to-end resolution wherever possible, owning the issue through to closure
- Proactively coordinate internal teams on behalf of the dealer, avoiding multiple parallel requests
- Maintain clear, timely communication with dealers on progress, next steps, and resolution
Cross‑Functional Operations
- Billing (basic and complex)
- Accounts Payable / Accounts Receivable
- Order management & provisioning
- Service delivery coordination
- Support coordination
- Dealer payments
- CSS administrative and operational tasks
Queue & Case Management
- Be accountable for resolution outcomes, not just case movement or escalation
- Manage high‑volume, transactional cases within a shared queue environment.
- Own cases from intake through to closure, reducing internal hand‑offs and re‑work.
Required Skills / Qualifications / Certifications / Tech Stack
Essential
- Strong operational and administrative capability
- Proven experience in queue-based or ticket-driven environments
- Ability to manage high volumes of work with accuracy, urgency, and prioritisation
- Strong cross-functional coordination and follow-through
Preferable
- Experience in Customer Success Operations, Support Operations, Billing Operations, or Service Delivery
- Exposure to dealer, partner, or channel-based operating models
- Strong problem-solving mindset
- Process improvement and continuous improvement capability
Deliverables
- Timely triage and resolution of dealer tickets within agreed SLAs
- Accurate and consistent case management in Salesforce with full visibility
- Clear end-to-end ownership of issues across Sales, Support, Service, and Finance
Outcomes
- Reduced dealer friction and escalations through faster response and resolution
- Improved dealer productivity and ability to progress sales activity
- Early identification and escalation of recurring issues impacting performance
- Reduced internal re-work and hand-offs across CSS, Support, Service and Finance
- Improved dealer satisfaction and confidence through clear ownership and faster resolution
This job description is not intended to be complete or limiting. The Company may vary these duties and
responsibilities at any time in its discretion, and the Employee acknowledges that they need to be flexible
to meet business objectives as well as the requirements of the Employee’s role.
WHO IS TELETRAC NAVMAN
Teletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight.
Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit teletracnavman.com.
Teletrac Navman is a Vontier company.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.
With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com
At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.
Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.
Together, let’s power the way the world moves!
