Regional Service Tech 1

Pomeroy; Chicago, Northern (IL, KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Pomeroy is seeking a Field Services Technician to manage service calls in the Chicago area, troubleshoot and repair failed IT hardware in retail stores and office settings, and ensure SLA compliance. The role requires inventory handling, timely parts movement, and top-notch customer service.

You will edit and close web-based service tickets, maintain vehicle, safety records, and may perform travel for installation and cabling projects as needed, with extensive driving in company vehicle and

Qualifications

• Experience repairing IT hardware in retail or office settings.
• Strong customer service and communication skills.
• Ability to follow SLA, safety, and inventory policies.
• Valid driver’s license and clean driving record.

Responsibilities

• Manage assigned service zone and ensure SLA with inventory control and safety adherence.
• Troubleshoot and repair IT hardware in retail/office environments.
• Handle service parts: pickup, movement, and tracking in the system.
• Edit and close service tickets with detailed notes and status updates.
• Perform cabling/staging tasks and support installation projects as needed.

Skills

IT hardware repair

Customer service

SLA compliance

Inventory management

Problem solving

Communication

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
• May be assigned other duties as needed

Location

Chicago, IL

Area of Interest

Field Services

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