VisionLink (Telematics) Coordinator

About the position

The VisionLink (Telematics) Coordinator is responsible for overseeing and managing all aspects of VisionLink and Product Link services, ensuring timely and accurate invoicing, contract management, customer account updates, and seamless machine connectivity. This role serves as the primary liaison between the company, customers, and internal teams, ensuring efficient service delivery and satisfaction. The VisionLink Coordinator will also handle asset management and provide customer support, including in-person meetings when required.

Responsibilities

• Collaborate with Product Link technicians to ensure timely and accurate installation, maintenance, and service delivery for all connected assets.
• Prepare, review, and manage invoices and quotes for Product Link and VisionLink services. Ensure fulfillment processes are executed efficiently and in accordance with customer contracts.
• Manage and process subscription billing for all VisionLink accounts, ensuring accuracy and timeliness in customer invoicing.
• Regularly update customer accounts in VisionLink, including changes in asset ownership, account information, and service preferences.
• Oversee asset transfers, ownership updates, and releases, ensuring proper documentation and communication with all relevant parties.
• Manage VisionLink contracts for new machine sales, ensuring all subscriptions, connectivity, and services are properly set up and activated.
• Oversee the lifecycle of subscription contracts, ensuring renewals, amendments, and cancellations are handled promptly and in accordance with customer agreements.
• Ensure new and used machine sales are properly connected to the VisionLink system, coordinating with both internal teams and customers to address any connectivity issues.
• Conduct in-person customer meetings as required to discuss VisionLink services, resolve issues, and provide solutions tailored to individual customer needs.

Requirements

• Bachelor's degree required
• 1+ years experience in the heavy equipment industry
• 2-3 years experience in a customer service or customer-facing role
• Excellent verbal and written communication skills and a dedication to high levels of customer service
• Ability to work effectively in fast-paced, high pressure environment
• Must be agile and prioritize customer accounts, meet deadlines and provide accurate reporting & documentation
• Strong computer skills including MS Office such as MS Word, MS Excel, MS Outlook
• Previous experience with equipment management software and/or CRM platforms
• Ability to effectively present information and respond to questions from managers, customers, and other employees of the organization

Benefits

• Health, Dental, Vision, $50,000 Company Funded Life Policy (if enrolled in Health)
• Short- and Long-Term Disability Insurance
• Voluntary Accident, Critical Illness, Hospital Indemnity, Cancer, Supplemental Life and additional voluntary policies
• 401K Plan with Company Match
• Paid Holidays & Vacation
• Technician Tool Loan Program up to $2,000
• Safety Boot / Safety Prescription Glasses Allowances
• Tuition Reimbursement and Student Loan Assistance
• Employee Discounts
• Credit Union
• Technician Career Development Program - Shop & Field Service Training