Field Service Technician

Retail Technology Group (RTG); Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

Retail Technology Group (RTG) seeks a Field Service Technician to perform in-person IT support at customer sites. You will troubleshoot POS hardware, network cabling, and PCs, and complete service calls across the assigned area.

Expect a self-sufficient, customer-focused technician who works with Dispatch and Field Managers to meet SLA. The role demands driving to multiple sites daily, ability to lift and setup equipment, and adherence to RTG safety and training standards.

Qualifications

• 2+ years IT hardware experience.
• Experience troubleshooting network cabling.
• Driving to customer sites within service area.
• Industry certifications preferred but not required.

Responsibilities

• Be available to run service calls 6 days a week from 6 am to 10 pm.
• Respond to texts, emails, and phone calls promptly.
• Confirm service requests with customers and set ETAs to meet SLA.
• Arrive onsite before ETA and within SLA.
• Complete work within scheduled time or before SLA expires.
• Close calls with all deliverables and sign-off.

Skills

POS troubleshooting

Network cabling

Hardware repair

Customer service

Time management

Driving

Education

High school diploma or equivalent

Job description

Technicians in this position are required to work on-site visiting customer locations throughout the assigned service area daily; this is strictly an in-person, field-based role and does not offer remote or work-from-home options.

As a Field Service Technician, you are part of the Field Service Team taking care of IT-related issues in the field for RTG Customers. The job requires a technician to be self-sufficient and possess technical and mechanical skills to troubleshoot, support, and install network cabling and network devices, computer hardware, software, and other IT-related devices. Candidates should also demonstrate good communication and customer service skills.

The tech is required to meet customer needs by completing service calls and projects within SLA (Service Level Agreement). Technicians work independently with some direction from Dispatch, Field Manager, Field Service Coordinators, or Project Managers.

Essential Job Duties

• Be available to run service calls 6 days a week from 6 am to 10 pm


• Respond to texts, Emails, and phone calls in a timely manner


• Confirm service requests, call the customer, and set appropriate ETAs to meet SLA


• Arrive onsite before the set ETA and within the Service Level Agreement time.


• Complete work at scheduled time or before the Service Level Agreement time expires


• Always be cordial, professional, and limit disruption at the client site


• Call for assistance after 20 minutes as needed.


• Complete all service-related tasks before leaving the site.


• Close calls and provide all deliverables using approved sign-off


• Clock in/out each day as needed in RTG Payroll Software and verify timecard accuracy


• Maintain work hours with manager so you are not below or too much above a 40 Hour work week.


• Maintain Accurate Inventory of Parts


• Update Sales Orders Daily and ship return parts weekly

Non-Essential Job Duties

• Maintain adequate inventory of parts, order replacement parts as needed


• Procure the tools, parts, and test equipment to complete IT-related services


• Adhere to the RTG field tech dress code


• Adhere to the RTG Handbook


• Ensure Customer Images on external drive are up to date


• Complete monthly inventory counts (Consumable and Non-Consumable Items)


• Submit expense reports for approved items

Qualifications/Basic Job Requirements

Essential Job Duties

• Troubleshoot POS equipment with technical support


• Troubleshoot/ Repair / Replace POS and IT equipment


• Troubleshoot / Repair / Replace network cabling


• Complete Service Calls and Projects installs


• Access and change computer BIOS and operating system as needed


• Use software to Reimage POS Devices and Servers


• Perform basic mechanical tasks such as drilling, assembly, and repair


• Understand and follow technical documents


• Access the internet to find technical information


• Must complete and pass RTG Field & Safety training monthly


• Communicate using text, email, video chat, Microsoft Teams


• Driving record must meet company standards


• Maintain residence within 45 Minutes of designated Service area


• Must Pass Pre-employment RTG Approved Physical and on an annual basis

Success Factors

• Organized


• Independent worker


• Self-motivated

Education and Experience

• At least 2 years working with IT Hardware


• Knowledge of the Internal components of a PC


• At least 2 Years Experience Troubleshooting/Terminating Network Cabling


• Industry certifications preferred but not required


• Driving experience

Working Conditions

• Work onsite at customer locations which are typically restaurants and/or retail establishments


• Floors may be greasy and slippery


• Environments can be challenging


• Undergo bi-annual Motor Vehicle Reporting (MVR) checks.


• Annual Fit for Duty physical and drug screenings.

Physical Demands

• Capable of lifting 50 lbs. or more


• Capable of climbing a 12-foot ladder


• Capable of reaching and working above head


• Capable of kneeling, bending, lying under cabinets/tables


• Able to drive long distances


• Unpredictable work schedule which may consist of extended work hours


• Must be able to distinguish cable colors


• Long-term standing while working on equipment

Supervisory Responsibilities

This position has no Supervisory Responsibility.