Regional Service Technician 1

Pomeroy; Tampa (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in IT services is seeking a Regional Service Technician 1 for their Tampa location. This role involves managing service zones, troubleshooting IT hardware/software, and ensuring exceptional customer service. Ideal candidates will have a high school diploma, strong mechanical skills, and the ability to maintain a clean driving record. This full-time position offers a challenging yet rewarding opportunity in a dynamic work environment.

Qualifications

• Troubleshooting skills must be strong to assist with IT hardware/software support.
• Must be safety-oriented with excellent driving habits.
• Experience in Point of Sale, Network Equipment, and PC repair preferred.

Responsibilities

• Manage service calls within the assigned service zone and assist other zones.
• Maintain company vehicle and keep accurate records for mileage reimbursement.
• Provide excellent customer service and maintain high-level customer satisfaction.

Skills

Troubleshooting

Customer Service

Mechanical Aptitude

Attention to Detail

Education

High School Diploma or equivalent

AS/BS Degree in a related technical field

Industry Certifications (A+, Net+, Server+)

Tools

Laser Printer

Inkjet Printer

Job description

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Core Function

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Manage assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.
• If assigned a company vehicle it will be the technician’s responsibility to maintain the vehicle in a high state of repair and cleanliness, making sure that all maintenance is up to date and completed.
• In some instances, our technicians are required to work out of their own personal vehicles. In this instance they are required to keep accurate records for mileage re-imbursement. The technician must also keep their vehicle properly maintained which includes cleanliness and regular maintenance intervals. These Technicians are also required to maintain a clean MVR.
• Must maintain good troubleshooting skills and increase their break-fix knowledge to help the company maintain IT hardware/software support for our customers in a retail/office type environment.
• Follow company guidelines and procedures for maintaining your assigned inventory. The inventory location could be Company Vehicle, Storage Unit or HUB location. This will include confirming all good in-bound parts for replenishment or service calls. Shipping out defective parts in a timely manner. The return of good parts no longer needed through the excess return process. And keeping accurate records of the inventory and location cleanliness.
• As you will be the front line for our company it is expected of you to have exceptional customer service skills and help us to maintain a very high customer satisfaction level.
• Pomeroy technicians utilize a Web based ticketing system to run service calls within their assigned zones. It is the responsibility of the technicians to make sure these tickets are maintained and updated daily. This will include properly updating your tickets to reflect the status for that call as well as writing Correct, Proper and thorough call notes, correct equipment type, serial numbers, return tracking information, parts ordering and parts usage, Call resolutions and others.
• Regional Service Technicians are performance evaluated on the following criteria:
• Meeting or exceeding their COT/SLA/RST Utilization goals.
• Meeting or exceeding Customer Service goals.
• Meeting or exceeding Inventory management goals
• Meeting or exceeding Safety goals and procedures.
• Meeting or exceeding set goals for training requirements and knowledge base.
• Meeting or exceeding service call management and expectations.
• Meeting or exceeding Daily admin tasks and procedures
• Meeting or exceeding company standards for Operating and maintaining the Company vehicle if assigned one.
• Meeting or exceeding company expectations in operating and reporting practices when utilizing a personal vehicle for work.
  
  

Supervisory Responsibilities

• None
  
  

Minimum Knowledge, Skills And Abilities Required

• High School Diploma or equivalent is required.
• AS/BS Degree in a related technical field highly desired, but not required.
• Industry Certifications such as A+, Net+, Server+, or similar are highly desired.
• Laser Printer or inkjet printer experience required.
• Minimum of 1 year Point of Sale repair, Network Equipment repair and PC repair experience highly desired.
• Minimum 1-year previous experience of Break Fix or Network experience that was performed in a Retail or Office type setting is highly preferred.
• Must be Safety Oriented and possess excellent Driving Habits and a clean MVR.
• Must Show good mechanical aptitude and possess the ability to Troubleshoot equipment to a sub-assembly level.
• Prior low voltage experience with voice/data cabling experience preferred.
• Ability to operate and maintain various tools, media devices and testers used to troubleshoot customer hardware/software issues.
• Excellent customer service skills required to properly interface with end-user customers. Must show good verbal and written communication skills. Must possess good documentation skills required to provide accurate call notation, billing, and parts order information in web-based service calls.
• Must possess a strong sense of urgency in managing and meeting our Service Level Agreements (SLA). The ability to work in adverse repair/installation environments and diffuse stressful situations. Must possess the ability to work independently while being a strong team player when needed.
• Must be physically able to lift and carry up to 50 pounds when needed. Must be able to sit for extensive periods of time while driving. Must also be able climb a ladder up to 15' high when needed. Must be able to operate and work from an aerial work platform when needed. Must be able to pass various certification tests (Weights & Measures, etc)
• Company provides retail-oriented technology services 24/7/365. This position requires our technicians to be willing and available to work evenings, weekends, and holidays and be on-call to support all our retail clients.
  
  

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions daily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment and tools; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs and ladders. Specific vision abilities required by this job include close vision and the ability to adjust focus and work in some low light areas.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients, Vendors and management. Incumbent must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within a retail or office environment, with standard office and retail equipment available.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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