Regional Service Technician I

Pomeroy; Fort Collins (CO); On-site; USD 52,000 - 76,000; Full time

Job summary

Pomeroy is seeking a full-time Technician to serve as a travel field technician, handling service tickets for our customers. Printer Technician is preferred but not required to apply. The role manages a service zone and may support other zones to meet SLA goals.

Ideal candidates have 2+ years in POS, network, or PC repair, with a focus on safe driving and strong troubleshooting skills in retail/office environments. Travel and on-call work are expected.

Qualifications

• 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.
• Minimum of 2 years Point of Sale repair, Network Equipment repair and PC repair experience highly desired.
• Minimum 2 years 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 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 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.

Responsibilities

• Manage assigned service zone and assist in other service zones when needed to ensure service calls are completed within the SLA.
• Maintain company vehicle or ensure proper upkeep and cleanliness if assigned; keep records for mileage reimbursement when using personal vehicle.
• Maintain records for mileage and keep vehicle clean and well maintained.
• Demonstrate strong troubleshooting skills and expand break-fix knowledge to support IT hardware/software for retail/office environments.
• Follow guidelines for inventory management and accurate records of stock and locations.
• Provide excellent customer service and maintain high customer satisfaction.
• Use web-based ticketing system to create and update service tickets with accurate call notes and equipment details.
• Meet or exceed SLA, utilization, customer service, inventory, safety, training, and admin targets.
• Operate company vehicle or personal vehicle in accordance with company policies.

Skills

POS repair

Network repair

PC repair

Break fix

Retail/office experience

Customer service

Mechanical aptitude

Documentation

Driving/MVR

Education

AS/BS in related technical field

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

High school diploma or equivalent

Job description

Pomeroy is seeking a full time Technician to work as a travel field technician to run service tickets as needed for our customers.

Printer Technician Preferred But Not Required To Apply.

Core Function: This role will manage an assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.

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 technicians 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 instance 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 and assist your fellow technicians in resolving more complex issues or troubleshooting.
• 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 current 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.
• Minimum of 2 years Point of Sale repair, Network Equipment repair and PC repair experience highly desired.
• Minimum 2 years 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. You will also be utilized in assisting fellow technicians who may call upon you for support.
• 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.