Regional Service Tech 1

pomeroy; Findlay (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Pomeroy is seeking an IT field service technician to service retail stores and offices in the Findlay, OH area. The role involves managing service zones, troubleshooting and repairing IT hardware, handling service tickets, and maintaining inventory in a company vehicle.

Travel to sites may be required, with a focus on safety and customer satisfaction. The position emphasizes on-site service, driving a company vehicle, and performing installation or cabling tasks as needed while upholding safety

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 SLA achievement, Customer Service scores, 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

Key Responsibilities include:

• 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
• Customer Service scores
• 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

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