Regional Service Tech 1

Pomeroy; Charlotte (NC); On-site; USD 42,000 - 66,000; Full time

Job summary

Pomeroy seeks an IT hardware service technician to support retail stores and offices in the Charlotte area. You will manage service zones, ensure SLA compliance, troubleshoot hardware, and maintain accurate service tickets and inventory in the van.

You will travel to client sites, install or cabling as needed, and uphold safety standards while delivering exceptional customer service and precise documentation.

Qualifications

• Experience troubleshooting IT hardware in retail or office settings.
• Ability to manage inventory and service calls within SLA.
• Strong focus on safety and accurate ticket documentation.

Responsibilities

• Manage service zone to ensure SLA-compliant service calls per company policy on inventory, service calls, and safety.
• 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 web-based service tickets with route/on-site statuses, notes, resolutions and equipment details.
• Track SLA achievement, inventory accuracy, safety, and compliance training.
• Manage service calls.
• Maintain spare parts inventory in van and record usage per the service management system.
• Keep vehicle orderly, clean, and maintained per schedule.
• Focus on safety and safe driving record.
• Complete ad hoc IT hardware installation tasks and 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.

Skills

Troubleshooting

Customer service

Inventory management

Service call management

Documentation

Job description

• 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