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Field Service Technician I

2 months ago

Cedar Falls, Iowa, United States Pomeroy Full time

Core Function of the Role:


This position is responsible for overseeing a designated service area and providing assistance in additional zones as necessary to ensure that service requests are fulfilled in accordance with the Service Level Agreement.


Key Responsibilities:


Oversee the designated service area and provide support in other zones as needed to ensure timely completion of service requests in line with the Service Level Agreement.

When assigned a company vehicle, the technician is accountable for keeping the vehicle in excellent condition and cleanliness, ensuring all maintenance is current.

In certain cases, technicians may need to utilize their personal vehicles, maintaining accurate records for mileage reimbursement and ensuring proper upkeep of their vehicle.

Demonstrate strong troubleshooting abilities and enhance repair knowledge to support IT hardware/software for clients in retail and office settings.
Adhere to company protocols for managing assigned inventory, verifying incoming parts, returning defective parts, and maintaining precise records.
Exhibit outstanding customer service skills and uphold a high level of customer satisfaction.
Utilize a web-based ticketing system to manage service requests, ensuring that tickets are updated daily with accurate information.
Field Service Technicians are assessed based on the following criteria:
Achieving or surpassing Closed-on Time/Service Level Agreement/RST Utilization objectives.
Achieving or surpassing Customer Service objectives.
Achieving or surpassing Inventory management objectives.
Achieving or surpassing Safety objectives and protocols.
Achieving or surpassing training requirements and knowledge base objectives.
Achieving or surpassing service request management expectations.
Achieving or surpassing daily administrative tasks and protocols.
Achieving or surpassing company standards for operating and maintaining the assigned vehicle.

Supervisory Responsibilities:
None

Required Knowledge, Skills, and Abilities:
A High School Diploma or equivalent is required.
An AS/BS Degree in a relevant Technical field is highly preferred.
Industry Certifications such as A+, Net+, Server+, or similar are highly preferred.
A minimum of 1 year of experience in Point of Sale repair, Network Equipment repair, and PC repair is highly preferred.
A minimum of 1 year of prior experience in Break Fix or Network in a Retail or Office environment is preferred.
Must prioritize safety with excellent driving habits and a clean Motor Vehicle Record (MVR).
Possess good mechanical aptitude and the ability to troubleshoot equipment to a sub-assembly level.
Prior experience with low voltage voice/data cabling is preferred.
Ability to operate and maintain various tools and devices used for troubleshooting customer hardware/software issues.
Excellent customer service skills along with strong verbal and written communication skills.
A strong sense of urgency in managing Service Level Agreements (SLA) and the ability to work in challenging environments.
Physically capable of lifting and carrying up to 50 pounds and performing tasks that require climbing ladders.
Willingness and availability to work evenings, weekends, holidays, and be on-call to support 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.

Position Type:
Regular Part-Time Non-Benefitted

Scheduled Work Days:
Monday - Friday
Scheduled Work Hours: 9am - 5:30