Regional IT Field Service Technician

Pomeroy; Milwaukee (WI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Pomeroy in Milwaukee is seeking a Field Services Technician to support IT hardware in retail and office environments, manage service calls and inventory, and ensure safety and SLA compliance. The role involves parts handling, accurate ticket updates, and responsive customer service.

Responsibilities include troubleshooting, staging hardware, potential installation or cabling projects, and travel as needed with extensive driving in company vehicles.

Responsibilities

• Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
• Troubleshoot and repair failed IT hardware in retail store and/or office settings
• Pick up shipped good service parts and drop off defective service parts on a timely basis
• Provide exceptional customer service
• Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
• Performance review metrics include the following: SLA achievement, Inventory movement and accuracy, Safety, Compliance related training and follow through, Service call management
• Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
• Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
• Focus on safety at all times -- including maintaining a safe driving record
• Additional Responsibilities may include, but are not limited to: Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
• Complete staging / integration services of IT hardware as needed
• Installation or cabling projects may require travel
• Extensive driving required in company provided vehicle
• May be assigned other duties as needed

Job description

Pomeroy in Milwaukee is seeking a Field Services Technician to support IT hardware in retail and office environments, manage service calls and inventory, and ensure safety and SLA compliance. The role involves parts handling, accurate ticket updates, and responsive customer service.

Responsibilities include troubleshooting, staging hardware, potential installation or cabling projects, and travel as needed with extensive driving in company vehicles.