Regional Service Technician II

Core Function
This role will manage an assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.

Essential Duties & Responsibilities
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Manage assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.
• If assigned a company vehicle it will be the technician's responsibility to maintain the vehicle in a high state of repair and cleanliness, making sure that all maintenance is up to date and completed.
• In some instances, our Technicians are required to work out of their own personal vehicles. In this instance they are required to keep accurate records for mileage re-imbursement. The technician must also keep their vehicle properly maintained which includes cleanliness and regular maintenance intervals. These Technicians are also required to maintain a clean MVR as well as proof of proper insurance coverage.
• Must maintain good troubleshooting skills and increase their break-fix knowledge to help the company maintain IT hardware/software support for our customers in a retail/office type environment.
• Follow company guidelines and procedures for maintaining your assigned inventory. The inventory location could be Company Vehicle, Storage Unit or HUB location. This will include confirming all good in-bound parts for replenishment or service calls. Shipping out defective parts in a timely manner. The return of good parts no longer needed through the excess return process and keep accurate records of inventory movement and location cleanliness with minimal management oversight.
• As you will be the front line for our company it is expected of you to have exceptional customer service skills, appropriate business casual attire, and maintain a very high customer satisfaction level.
• Pomeroy technicians utilize a web-based ticketing system to run service calls within their assigned zones. It is the responsibility of the technicians to make sure these tickets are maintained and updated daily, this includes properly updating your tickets to reflect the current status for that call as well as writing correct, proper and thorough call notes, correct equipment type, serial numbers, return tracking information, parts ordering and parts usage, and call resolutions.

Regional Service Technicians Are Evaluated On The Following Criteria

• Meeting or exceeding their Closed-on Time/Service Level Agreement/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 set goals for training requirements and knowledge base.
• Meeting or exceeding service call management and expectations.
• Meeting or exceeding Daily admin tasks and procedures
• Meeting or exceeding company standards for Operating and maintaining the Company vehicle if assigned one.
• Meeting or exceeding company expectations in operating and reporting practices when utilizing a personal vehicle for work.

Supervisory Responsibilities

• None

Minimum Knowledge, Skills And Abilities Required

• High School Diploma or equivalent is required.
• AS/BS Degree in a related Technical field highly desired, but not required.
• Industry Certifications such as A+, Net+, Server+, or similar are highly desired.
• Minimum of 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 that was performed in a Retail or Office type setting is 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 show good verbal and written communication skills. Must possess good documentation skills required 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). The ability to work in adverse repair/installation environments and diffuse stressful situations. Must possess the 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 also be able 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.