Regional Service Technician

6 days ago

East Lansing, Michigan, United States Pomeroy Technologies Full time
Job Summary

We are seeking a highly skilled and experienced Regional Service Technician to join our team at Pomeroy Technologies. As a key member of our service delivery 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.

Key Responsibilities
  • Manage assigned service zone and assist in other service zones as 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, as well as proof of proper insurance coverage.
  • 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 in a timely manner, and returning good parts no longer needed through the excess return process.
  • Utilize a web-based ticketing system to run service calls within assigned zones, ensuring tickets are maintained and updated daily, including properly updating tickets to reflect current status and writing correct, proper, and thorough call notes.
Requirements
  • High School Diploma or equivalent required; AS/BS Degree in a related Technical field highly desired.
  • Minimum 1 year Point of Sale repair, Network Equipment repair, and PC repair experience highly desired.
  • Industry Certifications such as A+, Net+, Server+, or similar highly desired.
  • 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.
  • 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 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.
  • 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.
Working Conditions

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.

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