Tony Graham Automotive Group
Job Title Vehicle Technology Specialist
Report to Sales Manager
Location 299 West Hunt Club Rd, Nepean, ON K2E 1A6 – On-Site
Employment Status Full-time permanent
Closing Date Until Filled
Who We Are?
The Tony Graham Automotive Group (TGAG) is a reputable and established business, close to 50 years in the Ottawa area. Our group consists of Tony Graham Toyota, Tony Graham Lexus, Kanata Toyota, Collision Center, and AADA Leasing. We recognize that our employees define us; we cannot deliver a great customer experience without a talented team. The car industry is a constantly changing, fast-paced industry that offers fulfilling careers and competitive salaries. It is a huge industry with jobs available in all segments, room for growth, and a wide array of choices for both those who are looking to jumpstart an exciting career or change career paths. We offer a unique, diverse and dynamic work environment.
Job Summary
The Vehicle Technology Specialist is the dealership’s dedicated Lexus technology expert responsible for enhancing the client experience through advanced technology demonstration, post-delivery technical resolution, and and driving Client Satisfaction Index (CSI) performance. The role supports both Sales and Service by ensuring Lexus clients fully understand and confidently use their vehicle’s technology throughout ownership.
This position does not perform vehicle sales and does not own the delivery process. Instead, the Specialist assists with deliveries by managing the technology education and setup portion of the handover and remains the primary resource for technology-related questions after delivery.
What we offer
You will work in a dynamic workplace with people who live the values of our organization and will enjoy many of the benefits and opportunities at Tony Graham Automotive Group, including:
- Participation in TGAG group benefit plan after three months and participation in the RRSP/DPSP after one year
- Staff discounts on used car sales and parts and service rates
- Paid birthday leave.
- Employees can purchase parts on behalf of their family members and obtain the employee discount.
What you offer
Job Responsibilities:
I. Technology demonstration & delivery support (Sales support focus)
- Conduct personalized, in-depth demonstrations of Lexus vehicle technology for new and used vehicles, tailored to each client’s comfort level and needs
- Own the technology portion of the delivery experience, assisting Sales Consultants by ensuring clients understand and can confidently use key systems before leaving the dealership
- Demonstrate and configure Lexus technology, including but not limited to:
- Lexus Multimedia and infotainment systems
- Smartphone integration (Apple CarPlay, Android Auto, Bluetooth)
- Navigation and connected services
- Lexus Safety System+ and driver-assistance features
- Vehicle personalization and driver profiles
- Complete full device pairing and system setup during delivery support appointments
- Ensure accurate enrollment and activation of all applicable connected and telematics services
- Serve as an on-floor technology resource for Sales during peak delivery periods
II. Post-delivery technical resolution & service support (Service support focus)
- Act as the dealership’s primary point of contact for client technology concerns after vehicle delivery
- Troubleshoot and resolve common and advanced technology issues, including connectivity, system settings, updates, and feature operation
- Work closely with Service Advisors and Technicians to:
- Clarify client concerns related to technology
- Reduce diagnostic time spent on non-mechanical issues
- Translate technical explanations into clear, client-friendly language
- Support the coordination and explanation of software updates, recalls, and Technical Service Bulletins (TSBs) related to electronic systems
- Assist Service in managing and resolving technology-related “comeback” concerns to protect CSI
III. CSI management & client follow-up (cross-departmental)
- Perform scheduled post-delivery follow-up calls for all new and used Lexus clients to confirm satisfaction with vehicle technology
- Conduct follow-up outreach to Service clients whose visits involved technology-related concerns to confirm resolution and understanding
- Proactively identify potential CSI risks related to technology confusion, unresolved questions, or poor communication
- Document recurring issues, trends, and client feedback and report them to Sales and Service Management
- Contribute to continuous improvement of delivery, education, and service processes that directly impact CSI results
OCCUPATIONAL HEALTH AND SAFETY:
To comply with Occupational Health & Safety requirements.
- Maintain knowledge and ensure that work is in compliance with the provisions of the Act, the regulations and all health and safety policies, programs and practices, as they pertain to the workplace
- Report to the employer, supervisor or a Health & Safety representative, any contravention of the Act or regulations, or any hazard they are aware of.
- Use or wear equipment, protective devices or clothing that the employer requires to be used or worn in a manner that will not endanger the client, themselves or another employee.
- Report immediately to the employer or supervisor the absence of or defect in any equipment or protective device of which the employee is aware and which may endanger the client, themselves or another employee.
- Ensure that they do not engage in any prank, contest, and feat of strength, unnecessary running or rough and boisterous conduct.
Working Conditions:
- Working indoors or outdoors in various weather conditions
- Heated/air-conditioned environment
- Driving required
- Standing, sitting (i.e. long periods or percentage of time spent on job for each)
- Minimal Lifting requirements
- Busy, hectic paced environment
Relationships with:
- Customers
- All Tony Graham departments
- Insurance Companies and Vendors
- General Public
The successful candidate will have the following:
Qualifications/Skills:
- Attention to detail
- Completion of Secondary education
- OMVIC sales license in good standing (or willingness to obtain)
- Strong alignment with the Lexus brand and commitment to delivering a premium client experience
- High level of comfort learning, demonstrating, and troubleshooting advanced automotive technology
- Excellent communication skills with the ability to explain complex systems in a clear, calm, and client-friendly manner
- Strong problem-solving skills and attention to detail
- Ability to work effectively across Sales and Service teams without direct authority
- Professional presence suitable for a luxury dealership environment
- Valid Ontario G-class driver’s licence and clean driving record
- Availability to work evenings and Saturdays in alignment with delivery and service schedules
Preferred assets
- Previous experience in a Lexus or luxury automotive environment
- Experience in customer experience, product demonstration, technical support, or dealership service operations
- Bilingual – an asset
Professional Principles:
- Mature personality and sound judgement skills
- To act in a professional and ethical manner at all times.
- To maintain a positive work environment and recognize that this is a shared responsibility and includes recognition, respect, co-operation and open communication.
- Ensure that the Vision, Mission and Values of the Tony Graham Automotive Group are upheld in all duties and interactions.
Schedule:
Monday - Friday
09:00am-05:00pm.
Pay Structure:
$20.00 Hourly
Additional pay:
Bonus pay
Job Types: Full-time, Permanent
Pay: From $20.00 per hour
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- RRSP match
Ability to commute/relocate:
- Nepean, ON K2E 1A6: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- G-class driver’s licence (required)
Work Location: In person
