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PITT Performance Management Consultant II - CDK Service

Company: CDK Global
Location: Hoffman Estates
Posted on: November 21, 2020

Job Description:

Accelerate Your Career

Drive global technology

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.

Position Summary: The PITT Performance Management Consultant is responsible for providing expert-level support to the PITT Client Implementation Manager (PCIM) relating to CDK Service.  In partnership with the PCIM and other members of the team, the PITT Performance Management Consultant resolves customers concerns raised during installation, operation, maintenance or product application, and with compatibility matters.  Documents customer information and recurring technical issues to support product quality programs and product development.

Responsibilities:

Provides expert level internal support for the Post Implementation Transition Team

Diagnoses and resolves issues exclusive of break-fix; Owns assigned issues until resolved, including creation of case logs, record information updates, establishing of time resolution estimates and determination of course of action

Escalates to Tier 3 or RSS as needed

Coordinate resolution of any escalated outstanding technical CDK Product issues with Support or other appropriate sources.

Updates internal tools with issues details and progress reports

Manage client records in Salesforce.

Lead and provide direction to other Performance Management Consultants and assist manager in achieving project results .

Engages in leadership, strategic, and operational discussions with other Performance Management team members.

Qualifications & Job Requirements

Minimum 3-4 years of retail automotive experience preferred

Solid foundation in Drive Parts/Service Required

Demonstrates flexibility to the business needs of the team – open to shift changes/swaps, role changes, OT needs, occasional weekend or holiday escalations

Advanced understanding of salesforce, Vision, Support Channel/DRIVE Help, KB, Apropos and Common Admin

Strong technical aptitude

Ability to identify problems, research and analyze the situation, and resolve or escalate as appropriate

Ability to apply problem solving skills where problems may not be apparent

Proficiency in disseminating information and sharing knowledge at various levels within the company

High sense of urgency

Experience:

3-4 years ’ experience in CDK client services or implementation.

CDK DMS and layered application Subject Matter Expert (SME) for best practices and key metrics that support dealership workflow related Drive Parts/Service

Relationship and Collaboration Skills required to engage internal customers.

Able to train and mentor level I and II Performance Management Consultants.

Up to 25% travel.

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

Keywords: CDK Global, Hoffman Estates , PITT Performance Management Consultant II - CDK Service, Other , Hoffman Estates, Illinois

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