Regional Service Technician

4 weeks ago

Garland, Texas, United States Pomeroy Technologies Full time
Job Description

Pomeroy Technologies is seeking a highly skilled Regional Service Technician to join our team. As a Regional Service Technician, 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 the Service Level Agreement.

Key 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 company vehicles in a high state of repair and cleanliness, ensuring all maintenance is up to date and completed.
  • Keep accurate records for mileage reimbursement and maintain a clean MVR.
  • Develop and maintain good troubleshooting skills and increase break-fix knowledge to support IT hardware/software support for customers in a retail/office type environment.
  • Follow company guidelines and procedures for maintaining assigned inventory, including confirming good in-bound parts for replenishment or service calls, shipping out defective parts, and returning good parts no longer needed.
  • Provide exceptional customer service skills, maintain a high customer satisfaction level, and adhere to company standards for operating and maintaining company vehicles.
  • Utilize a web-based ticketing system to run service calls within assigned zones, ensuring tickets are maintained and updated daily.
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.
Requirements:
  • High School Diploma or equivalent required.
  • AS/BS Degree in a related Technical field highly desired, but not required.
  • Industry Certifications such as A+, Net+, Server+, or similar 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 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 possess good verbal and written communication skills and 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).
  • Ability to work in adverse repair/installation environments and diffuse stressful situations.
  • 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 to 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, requiring our technicians to be willing and available to work evenings, weekends, and holidays and be on-call to support all our retail clients.

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