Senior Field Service Technician

Field Based Position - Approximate Geographical Coverage Area:

• Florida - Fort Lauderdale, South to Key West , West to Naples. This includes portions of Broward County, Monroe County, Collier County and all Miami-Dade County.

• Caribbean - Occasionally travel to the Caribbean and locations across the United States.

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

• Network (85-95% 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

• PC (85-95% 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 *Drive Loads

• Dot Matrix (85-95% 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 (85-95% 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

• Hardware Installation (85-95% 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

• Driving Customer interaction Revenue (85-95% Competency) *3rd Party PC Maintenance *Maintenance Resign *T & M *PC Sales w Maintenance

• Field Troubleshooting Skills (85-95% Competency) *First Call Resolution – Trouble shooting effectiveness *New Products – Stay current *OTA

• Wireless Implementation (85-95% Competency) *Wireless Site Survey (Active/Passive) *Access Point Coverage/Configuration and Wireless Bridge Implementation

• Using CDK Tooling (85-95% Competency) *Proton, *Heisenberg, *Ekahau, *Meraki Dashboard, *Salesforce, *VeloCloud Orchestrator, *Microsoft 365, *Case Management System

• Spooler Setup/Maintenance (85-95% Competency) *Master Spooler procedures, redirect printing

• Active listening (85-95% Competency) *Demonstrated Active listening Skills

• Conflict Resolution (95-100% 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

• Technical Skills required to perform essential functions

• 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

• Passport is required

• Bi-lingual (English/Spanish)

Preferred Qualifications

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