Regional Service Technician

1 week ago

Helena, Montana, United States Pomeroy Full time
Job Description

Pomeroy is seeking a highly skilled and motivated Part Time Services Technician to join our team. As a key member of our service team, you will be responsible for managing an assigned service zone and assisting in other service zones as needed to ensure service calls are completed within our Service Level Agreement.

Core Function:

This role will require you to troubleshoot and repair IT hardware and software issues in a retail/office type environment. You will be responsible for maintaining good troubleshooting skills and increasing your break-fix knowledge to help the company maintain IT hardware/software support for our customers.

Essential Duties & Responsibilities:

  • Manage assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.
  • Maintain good troubleshooting skills and increase break-fix knowledge to help the company maintain IT hardware/software support for our customers.
  • Follow company guidelines and procedures for maintaining your assigned inventory, including confirming all good in-bound parts for replenishment or service calls, shipping out defective parts in a timely manner, and returning good parts no longer needed through the excess return process.
  • Provide exceptional customer service skills, appropriate business casual attire, and maintain a high customer satisfaction level.
  • Utilize a web-based ticketing system to run service calls within your assigned zones, ensuring tickets are maintained and updated daily, including properly updating your tickets to reflect the current status for that call, writing correct, proper, and thorough call notes, and documenting equipment type, serial numbers, return tracking information, parts ordering, and parts usage.

Evaluation Criteria:

  • Meeting or exceeding Closed-on Time/Service Level Agreement/RST Utilization goals.
  • Meeting or exceeding Customer Service goals.
  • Meeting or exceeding Inventory management goals.
  • Meeting or exceeding Safety goals and procedures.
  • Meeting or exceeding set goals for training requirements and knowledge base.
  • Meeting or exceeding service call management and expectations.
  • Meeting or exceeding Daily admin tasks and procedures.
  • Meeting or exceeding company standards for Operating and maintaining the Company vehicle if assigned one.
  • Meeting or exceeding company expectations in operating and reporting practices when utilizing a personal vehicle for work.

Supervisory Responsibilities:

  • None

Minimum Knowledge, Skills and Abilities required:

  • High School Diploma or equivalent is required.
  • AS/BS Degree in a related Technical field highly desired, but not required.
  • Industry Certifications such as A+, Net+, Server+, or similar are highly desired.
  • Minimum of 1 year Point of Sale repair, Network Equipment repair and PC repair experience highly desired.
  • Minimum 1 year previous experience of Break Fix or Network experience that was performed in a Retail or Office type setting is highly preferred.
  • Must be Safety Oriented and possess excellent Driving Habits and a clean MVR.
  • Must Show good mechanical aptitude and possess the ability to Troubleshoot equipment to a sub-assembly level.
  • Prior low voltage experience with voice/data cabling experience preferred.
  • Ability to operate and maintain various tools, media devices and testers used to troubleshoot customer hardware/software issues.
  • Excellent customer service skills required to properly interface with end-user customers. Must show good verbal and written communication skills. Must possess good documentation skills required to provide accurate call notation, billing, and parts order information in web-based service calls.
  • Must possess a strong sense of urgency in managing and meeting our Service Level Agreements (SLA). The ability to work in adverse repair/installation environments and diffuse stressful situations. Must possess the ability to work independently while being a strong team player when needed.
  • Must be physically able to lift and carry up to 50 pounds when needed. Must be able to sit for extensive periods of time while driving. Must also be able climb a ladder up to 15' high when needed. Must be able to operate and work from an aerial work platform when needed. Must be able to pass various certification tests (Weights & Measures, etc)
  • Company provides retail-oriented technology services 24/7/365. This position requires our technicians to be willing and available to work evenings, weekends, and holidays and be on-call to support all our retail clients.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions on a daily basis. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment and tools; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs and ladders. Specific vision abilities required by this job include close vision and the ability to adjust focus and work in some low light areas.

Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients, Vendors and management. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within a retail or office environment, with standard office and retail equipment available.

Position Type

Reg. Part Time Non-Benefitted

Hiring in the following location(s):

Helena, MT

Scheduled Work Days

Open Availability

Scheduled Work Hours

on call hours as needed

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