Regional Service Technician

4 weeks ago

St Augustine, Florida, United States Pomeroy Technologies Full time
Job Description

This role will oversee an assigned service zone and collaborate with other zones as needed to ensure timely completion of service calls within the Service Level Agreement.

Key Responsibilities:
  • Manage assigned service zone and assist in other 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 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 proper updating of ticket status and writing thorough call notes, equipment type, serial numbers, return tracking information, parts ordering, and parts usage.
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.
  • Minimum 1 year previous experience of Break Fix or Network experience in a Retail or Office type setting highly preferred.
  • Must be Safety Oriented and possess excellent Driving Habits and a clean MVR.
  • 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 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).
Work Environment:

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:

  • 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.
Benefits:
  • Flexible schedule
  • Paid training
  • On call
  • Overtime
  • Weekends as needed

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