Regional Service Technician

2 weeks ago

Joliet, Illinois, United States Pomeroy Full time
Job Description

Core Function: This role will oversee an assigned service zone and collaborate with other zones to ensure timely completion of service calls within the Service Level Agreement. Building on the skills of a Level I, this position requires 2-3 years of experience and additional responsibilities, including assisting fellow technicians in troubleshooting.

Essential Duties & Responsibilities:

  • Manage assigned service zone and collaborate with other zones to ensure timely completion of service calls within the Service Level Agreement.
  • Maintain company vehicles in excellent condition, ensuring all maintenance is up-to-date and completed.
  • Keep accurate records for mileage reimbursement and maintain a clean driving record.
  • Develop and maintain strong troubleshooting skills, increasing break-fix knowledge to support IT hardware and software needs in retail and office environments.
  • Follow company guidelines for inventory management, including confirming good in-bound parts, shipping out defective parts, and maintaining accurate records.
  • Provide exceptional customer service, contributing to high customer satisfaction levels.
  • Utilize a web-based ticketing system to manage service calls, ensuring timely updates and accurate call notes.

Performance Evaluation Criteria:

  • Meeting or exceeding COT/SLA/RST utilization goals.
  • Meeting or exceeding customer service goals.
  • Meeting or exceeding inventory management goals.
  • Meeting or exceeding safety goals and procedures.
  • Meeting or exceeding training requirements and knowledge base goals.
  • Meeting or exceeding service call management and expectations.
  • Meeting or exceeding daily administrative tasks and procedures.
  • Meeting or exceeding company standards for operating and maintaining company vehicles.
  • Meeting or exceeding company expectations for operating and reporting practices when using personal vehicles for work.

Supervisory Responsibilities:

  • None

Minimum Knowledge, Skills and Abilities:

  • 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 2 years of experience in Point of Sale repair, Network Equipment repair, and PC repair highly desired.
  • Minimum 2 years of previous experience in Break Fix or Network experience in a retail or office 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.
  • Ability to work independently while being a strong team player when needed.
  • 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 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).
  • Company provides retail-oriented technology services 24/7/365. 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:

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.

Physical 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.

Mental Demands:

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact 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.

General Office Environment:

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within a retail or office environment, with standard office and retail equipment available.

Position Type:

Reg. Full Time Benefitted

Hiring in the following location(s):

JOLIET, IL; Plainfield, IL; Naperville, IL

Scheduled Work Days:

Monday-Friday oncall Required

Scheduled Work Hours:

8:00AM-5:00PM flexible/hrs oncall Required

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