Field Based position - Greater Massachusetts (Springfield, MA area preferred), to service customer sites for the following: Eastern NY State (Albany, NY), Connecticut, Rhode Island, Vermont, New Hampshire and Maine

Position Summary:

Provides high quality installations, and prompt corrective and preventative maintenance on client hardware sold and supported by CDK

Responsibilities:

• Perform Daily functions using WFM device to update service and installation cases. (95-100%)
• Receive and accept service and install cases * Update ETA information within specified ETA guidelines * Log times using WFM timer functions for Shop, Travel, Onsite, Repair, Audit * Create and Update Parts Requests as required (receipt / return ) * Close and Updates cases including any Asset Changes * Perform Asset Inventory of client sites as required during installs
• Field Troubleshooting Skills (75-85% Competency) *First Call Resolution  *New Products – Stay current *OTA
• Network (75-85% Competency) *Troubleshoot and Repair Wired LAN *Troubleshoot WANs *Troubleshoot and repair wired bridges *Add changes to CDM *General Policy Adherence *IP and Subnets *Configuring Routers NDC Model *Cabling (OSI Layer one)  *Terminal Server procedures *CCNA*Configuring Routers Advanced Model *Adhere to NAT policies & procedures, access lists *Dial on Demand -Advanced router issues *Vlan Config  *Site to site VPN *Security * VPN Concentrator *SDWAN (Cloud Connect) *IPT Phone Handset *IPT TS *IPT Call Manager *IPT Router
• Wireless Implementation (75-85% Competency) *Wireless Site Survey (Active/Passive) *Access Point Coverage/Configuration and Wireless Bridge Implementation
• Using CDK Tooling (75-85% Competency) *Proton, *Heisenberg, *Ekahau, *Meraki Dashboard, *Salesforce, *VeloCloud Orchestrator, *Microsoft 365, *Case Management System
• Spooler Setup/Maintenance (75-85% Competency) *Master Spooler procedures, redirect printing
• Hardware Installation (75-85% Competency) *Presite Procedures *Design Procedures *Hardware Install *Hardware Relocation *Quality Procedures *Client interfacing *Install Certification
• Snapon Support (95-100% Competency) *Loading procedures *Licensing *Workstation Setup *SLA
• Dot Matrix (75-85% Competency) *Change Configs/Default *Replace Print Head *Replace FRU *Replace Cables *Replace OCP and/or switches *Replace or adjust Platen *Replace Motor/belts/sensors *Replace tractors
• Lasers (75-85% Competency) *Change Configs from Menu/Default *Replace Fuser/toner/PS *Resolve paper jam issues replace/clean rollers *Troubleshoot and replace FRU’s *"Higher Repair" to Swap ratio
• PC (75-85% Competency) *Diagnostics *Component replacement *Operating System or System Image *BIOS & Configuration *Virus Protection - AV Loads *Use of diagnostic tools *PC Upgrades *SIA Loads *Drive Loads
• Driving Customer interaction Revenue (75-85% Competency) *3rd Party PC Maintenance *Maintenance Resign *T & M *PC Sales w Maintenance
• Active listening (85-95% Competency) *Demonstrated Active listening Skills
• Conflict Resolution (85-950% Competency) *Client interaction *Team Interaction
• Spares Inventory Maintenance- Scan all items during quarterly count
• Social Style (95-100%) *Proper Attire - Business Casual *Personal Hygiene

Qualifications:

• Adaptability, Process/Project Management/Independent Discipline, Communication Skills (Proper Method), Alignment, Collaboration, Results Orientation, Ethics/Integrity, Service Orientation/Client Focus, Innovation Talent Development, Performance Management

Preferred Qualifications:

• Associate’s Degree or Equivalent Experience, Industry Standard PC & Network Certifications

Hourly Compensation Range: $26.00/Hour - $29.00/Hour

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.  The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.