Regional Service Technician 1

About the Role

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. The position requires availability to work evenings, weekends, and holidays, including on-call support for retail clients.

Responsibilities

• Manage assigned service zone and assist in other service zones to ensure service calls are completed within the Service Level Agreement.
• Maintain company or personal vehicle in a high state of repair and cleanliness, including up-to-date maintenance and accurate mileage records for reimbursement.
• Maintain good troubleshooting skills and expand break-fix knowledge to support IT hardware/software for customers in retail/office environments.
• Follow company guidelines for managing assigned inventory (e.g., in a company vehicle, storage unit, or HUB location), including confirming in-bound parts, shipping defective parts, and returning excess parts with accurate record-keeping.
• Provide exceptional customer service, maintain appropriate business attire, and ensure high customer satisfaction.
• Utilize a web-based ticketing system to manage service calls, updating tickets daily with accurate status, call notes, equipment details, serial numbers, return tracking, parts ordering, and resolutions.
• Meet or exceed performance goals for closed-on-time service calls, SLA compliance, customer service, inventory management, safety, training, and administrative tasks.
• Operate and maintain company or personal vehicles according to company standards and reporting practices.
• Work in adverse repair/installation environments and manage stressful situations while maintaining a strong sense of urgency.

Requirements

• High School Diploma or equivalent (required).
• AS/BS Degree in a related technical field (highly desired but not required).
• Industry certifications such as A+, Net+, Server+, or similar (highly desired).
• Minimum of 1 year of Point of Sale repair, Network Equipment repair, or PC repair experience (highly desired).
• Minimum 1 year of break-fix or network experience in a retail or office setting (highly preferred).
• Safety-oriented with excellent driving habits and a clean MVR.
• Mechanical aptitude and ability to troubleshoot equipment to a sub-assembly level.
• Low voltage experience with voice/data cabling (preferred).
• Ability to operate and maintain tools, media devices, and testers for troubleshooting hardware/software issues.
• Excellent customer service, verbal, and written communication skills.
• Strong documentation skills for accurate call notation, billing, and parts order information.
• Ability to work independently and as part of a team.
• Physical ability to lift and carry up to 50 pounds, sit for extended periods while driving, climb ladders up to 15 feet, and operate aerial work platforms.
• Willingness to work evenings, weekends, holidays, and be on-call.
• Willingness to travel 75-100%.

Physical and Mental Demands

• Regularly required to sit, talk, hear, use hands to operate office equipment, and reach with hands and arms.
• Frequently required to walk, stand, and move between work sites, including ascending/descending stairs and ladders.
• Specific vision abilities include close vision and the ability to adjust focus, including working in low-light areas.
• Regularly required to use written and oral communication, read and interpret data, solve problems, apply math and reasoning, and learn new skills.
• Ability to perform highly detailed work on multiple, concurrent tasks in a fast-paced environment with personal and team accountability.

Pay

From $23.00 per hour.

Schedule

• Part-time, no more than 30 hours per week.
• Flexible schedule with availability for holidays, weekends, overtime, and on-call support.
• Primarily Monday to Friday, with occasional weekends as needed.

Benefits

• Flexible schedule.
• Paid training.