Month: February 2019 | Pinewood DMS

Month: February 2019

New Position Available: Application Support Consultant

Job Title:
Application Support Consultant – Accounts and Vehicles

Support Team

Reporting to:
Support Manager

As an application support consultant, you will be supporting our Dealer Management Software to our automotive dealership customers. The helpdesk provides a single point of contact to customers and partners for service requests, product usage assistance and software support. This is a career opportunity, not just a job. Please note that this is not a network/hardware or infrastructure support role.

Job Role:

Support consultant duties/tasks of which would include but not be limited to:

  • Answering incoming calls from Pinewood DMS users
  • Dealing with incoming e-mails
  • Ensuring existing open tickets are kept up to date
  • Coaching our customers through their various queries.
  • Gain a thorough understanding of how Pinewood DMS operates in the module of specialisation.
  • Gain a thorough understanding of how our helpdesk system, Autotask, operates.
  • Deliver a high level of professional support to our Pinewood DMS users
  • Identify and communicate any issues to the respective person responsible
  • Escalating timeously and with the relevant information
  • Dealing with the occasional technical query

Inherent Requirements of the Job:

  • Tertiary education and/ or Motor Industry experience
  • Keen interest in problem solving
  • Punctual
  • Desire and enthusiasm to become a key team member
  • Proficient in MS Office – with good skills in MS Excel
  • Good organisational skills
  • Ability to work within a high pressurised environment
  • Excellent communication skills (both verbal and written)


Applications may be sent directly to with “Support Consultant” placed in the Subject line.

Applications must be by way of Curriculum Vitae, which must not be longer than 3 pages, with a brief covering letter.

What is Pinewood SA doing to safeguard your data?

Disaster Recovery, or DR, is always an important subject when moving to any new system. We’ve all had the experience of a cell phone going missing and losing all our photos, or a hard drive crashing and losing our precious documents. But the stakes are much higher when the very survival of a business depends on the success or failure of the DR process. Just to put your minds at ease: Pinewood SA has invested heavily to ensure that there are multiple ways in which your data is backed up, to cover any and every potential eventuality.

Pinewood DMS is hosted at the Telkom Cybernest Data Centre in Bellville, Cape Town. The Data Centre itself is state-of-the-art, and has been awarded ‘Tier 4’ status. This requires it to have:

  • Multiple independent distribution paths serving the IT equipment
  • All IT equipment must be dual-powered and fully compatible with the topology of a site’s architecture
  • All cooling equipment is independently dual-powered, including chillers and heating, ventilating and air-conditioning (HVAC) systems
  • Fault-tolerant site infrastructure with electrical power storage and distribution facilities with expected availability of 99.995%

This means the allowable downtime for the data centre itself is only 26 minutes per year!

The environment in which your data is hosted is top notch, but what about the data itself? All-in-all, Pinewood DMS is backed up 4 times.

  • The Pinewood DMS servers are virtualised in a cluster. This effectively means that if one or more servers go down, there will be absolutely no impact on your business, as Pinewood DMS is passed seamlessly to another server within the cluster.
  • SQL Server Transaction Log Shipping is used to back-up all the data to standalone DR servers every 15 minutes. In the event that the whole cluster fails, these DR servers will take over.
  • Data Protection Manager (DPM) backs up data from the Live servers (nightly)
  • DPM backs up data to the Microsoft Azure Cloud (nightly) from DPM01


Your data is your business. Let us at Pinewood SA look after it and join the #PinewoodDMSFamily.

Walk Toward the Pressure and Detect Opportunity

Whilst we are all feeling the pinch of the constant rise in living costs and await a turn in our economy, we at Pinewood chose to walk toward the pressure and try detect gaps of opportunity, and as an auto dealership you can too. Here are some fairly straightforward ideas –

1. Customer service is key

Meeting customers’ wants and needs is a given but in addition, they must feel valued. Such value can be attained by gaining a better insight into who your customer really is by connecting with them on social media platforms to transform customer experiences to that of a personal nature. This applies particularly to fixed operations such as the service department which proves a stressful experience for most clients. By providing a smooth-sailing and value for money service experience, your dealership will become the preferred point of contact owing to word-of-mouth through your satisfied patrons.

You can use the information you obtain from your connection with your customer to enlighten your sales staff on the most appropriate follow-up approach by having insight into customers’ actual interests. Instead of sending them irrelevant promotions, you can find alternative methods to make them feel valued.

2. Take stock 

Maintaining the correct stock levels is vital. This can simply be achieved by ensuring your dealership stocks an adequate supply of high-demand vehicles and parts and avoiding an excess of vehicles and parts that are not as easy to move. This may seem obvious, but it requires constant evaluation and insight into consumer buying behaviours, keeping on top of current industry trends and restocking at appropriate times. Moreover, it’s imperative to assess exactly what your dealership requires in order to function efficiently with minimal expenses and wastage. While new tools and technologies maybe tempting to acquire, their return on investment must be evaluated. In addition, existing tools and systems should be audited for upgrades and optimisation.

3. Employee Appreciation

In many cases, your staff members are the face (and force) of your business, so it will serve you in good stead if you recognise and reward their efforts. Not only will this motivate them to continue their high-quality levels of work to reach your monthly objectives, but you will be able to retain your staff in an industry infamous for high employee turnover rates.

4. Have a proficient omni-channel offering

To remain competitive in this ever-increasing digital world, it’s essential that you provide an updated and user-friendly online offering. A study recently conducted by Ipsos, the largest survey-based research company worldwide, discovered that there will be triple the number of online South African consumers in the upcoming years, thereby demonstrating the importance of a strong online presence. As a dealer, you must ensure that your omni-channel offerings are consistent with consumer buying patterns and that you meet your market’s needs at every touch point – from mobile to desktop, to the bricks and mortar store.

5. Invest in Training

Our changing industry requires new skills and more efficient ways of doing business. Diligence in this area of your dealership should prevail. Ensure that your staff are trained to perform their job, and ensuring training is engaging and results-oriented. The right training yields positive results for your staff; they will feel empowered and partake with fervour, giving your business a one up on competitors that have denied their staff efficient training in the downtimes in an attempt to save on costs.

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