Regional Service Tech 1

Pomeroy; Green Bay (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Pomeroy in Wisconsin is looking for a field service technician to manage a service zone, ensuring SLA-compliant service calls and upholding inventory and safety standards.

You will troubleshoot IT hardware in retail or office settings, update service tickets with in-route and onsite statuses, and maintain spare parts in the van with accurate logging. Some travel may be required to support projects and installations.

Responsibilities

• Manage assigned service zone to ensure service calls are completed within the SLA and follow inventory, safety, and policy requirements
• Troubleshoot and repair failed IT hardware in retail store and/or office settings
• Edit all aspects of web-based service tickets with in-route and onsite statuses, notes, resolution information, equipment data, and closure details
• Maintain spare and parts inventory in van and ensure accurate usage logging per the service management system
• Other responsibilities may include ad hoc IT hardware installation tasks and travel as needed

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