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Field Service Technician I

2 months ago

MagstattleBas, Grand Est, United States Pomeroy Full time
Job Overview:

Core Responsibilities:

This position involves overseeing a designated service area and providing support in additional zones as necessary to ensure timely completion of service requests in accordance with the Service Level Agreement.


Key Duties:

1. Manage the designated service area while offering assistance in other regions as required to fulfill service requests promptly.

2. If provided with a company vehicle, the technician is responsible for its upkeep, ensuring it remains in excellent condition and that all maintenance is current.

3. In certain situations, technicians may need to utilize their personal vehicles, necessitating accurate record-keeping for mileage reimbursement and maintaining a clean driving record along with valid insurance.

4. Maintain strong troubleshooting abilities and enhance break-fix knowledge to support IT hardware and software for clients in retail and office environments.

5. Adhere to company protocols for managing inventory, confirming receipt of good inbound parts for replenishment or service tasks, promptly shipping defective items, and accurately documenting inventory movements.

6. As a representative of the company, exceptional customer service skills, appropriate business attire, and a commitment to high customer satisfaction are essential.

7. Technicians will utilize a web-based ticketing system to manage service requests within their assigned areas, ensuring daily updates and thorough documentation of call notes, equipment details, and resolutions.


Performance Metrics:

Technicians will be evaluated based on:

  • Meeting or exceeding service closure times and Service Level Agreement goals.
  • Achieving customer service satisfaction targets.
  • Effective inventory management.
  • Adhering to safety protocols and goals.
  • Completing training requirements and expanding knowledge.
  • Managing service calls efficiently.
  • Completing daily administrative tasks.
  • Maintaining company vehicle standards if assigned.
  • Following best practices when using personal vehicles for work.

Supervisory Role:
None

Qualifications:

A High School Diploma or equivalent is mandatory. An AS/BS Degree in a relevant technical field is preferred but not essential. Industry certifications such as A+, Net+, Server+, or similar are highly regarded.

At least one year of experience in Point of Sale repair, Network Equipment repair, and PC repair is strongly preferred, along with a minimum of one year in Break Fix or Network roles within retail or office settings.

Safety orientation, excellent driving habits, and a clean driving record are essential. Candidates should demonstrate mechanical aptitude and the ability to troubleshoot equipment effectively.

Experience with low voltage and voice/data cabling is advantageous. Proficiency in using various tools and devices for troubleshooting customer hardware and software issues is required.

Strong customer service skills are necessary for interacting with end-users, along with effective verbal and written communication abilities. A sense of urgency in managing Service Level Agreements is crucial.

Physical capability to lift and carry up to 50 pounds is required, and the ability to operate from an aerial work platform may be necessary.

This role requires flexibility to work evenings, weekends, and holidays, as well as being on-call to support retail clients.


Physical and Mental Requirements:

The physical and mental demands outlined are representative of those that employees must meet to successfully perform essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.


Work Environment:

Work is primarily sedentary but may require standing and walking for up to 10% of the time. The position is typically performed in a retail or office setting, equipped with standard office and retail tools.


Position Type:
Part-Time Non-Benefitted