Regional IT Field Technician — Travel Required

pomeroy; Chicago Heights (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

Pomeroy is seeking a dedicated Field Service Technician to manage service zones, ensure SLA adherence, and maintain inventory while delivering courteous customer service. You will troubleshoot IT hardware, repair on-site in retail or office settings, manage parts, and document service tickets with detailed notes.

Travel may be required in a company vehicle; maintain a clean, safe, and functional vehicle and perform staging, installation, or cabling tasks as needed to support IT deployments and

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 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
• Performance review metrics include the following: Customer Service scores
• Performance review metrics include the following: Inventory movement and accuracy
• Performance review metrics include the following: Safety
• Performance review metrics include the following: Compliance related training and follow through
• Performance review metrics include the following: 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 is seeking a dedicated Field Service Technician to manage service zones, ensure SLA adherence, and maintain inventory while delivering courteous customer service. You will troubleshoot IT hardware, repair on-site in retail or office settings, manage parts, and document service tickets with detailed notes.

Travel may be required in a company vehicle; maintain a clean, safe, and functional vehicle and perform staging, installation, or cabling tasks as needed to support IT deployments and