Field Service Specialist
4 weeks ago
As a Field Technician at Pomeroy Technologies, you will be responsible for managing assigned service zones to ensure service calls are completed within the Service Level Agreement. This includes following company policy related to inventory management, service call management, safety initiatives, and others.
Troubleshooting and Repair:
You will troubleshoot and repair failed IT hardware in retail store and/or office settings. Additionally, you will pick up shipped goods service parts and drop off defective service parts on a timely basis.
Customer Service:
Providing exceptional customer service is a key aspect of this role. You will edit all aspects of web-based service tickets assigned to the service zone, including providing in-route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail.
Performance Metrics:
Performance review metrics include SLA achievement, customer service scores, inventory movement and accuracy, safety, compliance-related training and follow-through, and service call management. You will also maintain spare and parts inventory in your van for multiple customer environments and record accurate usage of service parts as dictated by the service management system.
Additional Responsibilities:
Additional responsibilities may include completing ad-hoc or project-based IT hardware installation tasks and support cabling projects as needed. You may also be required to travel for installation or cabling projects. Extensive driving is required in a company-provided vehicle. May be assigned other duties as needed.
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