Regional Service Technician

2 months ago

Joliet, Illinois, United States Pomeroy Full time
Job Summary

Pomeroy 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 to maintain a high customer satisfaction level.
  • Utilize a web-based ticketing system to run service calls within assigned zones, ensuring tickets are maintained and updated daily.
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 2 years Point of Sale repair, Network Equipment repair, and PC repair experience highly desired.
  • Minimum 2 years 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.
  • 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 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.
  • Must be able to pass various certification tests (Weights & Measures, etc).
Working Conditions

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.

The physical demands of this job include sitting, talking, hearing, using hands to finger, handle, feel, or operate standard office equipment and tools, and reaching 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.

The mental demands of this job include effectively using written and oral communication skills, reading and interpreting data, information, and documents, analyzing and solving problems, using math and mathematical reasoning, learning and applying new skills and information, performing highly detailed work on multiple, concurrent tasks, and interacting 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.

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