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 inventory management, 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, update tickets daily, and document call notes, equipment details, parts usage, and resolutions accurately.
• Meet or exceed goals for closed-on time, service level agreements, customer service, inventory management, safety, training, and daily administrative tasks.
• Operate and maintain company or personal vehicles according to company standards and reporting practices.

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, and 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.
• Good mechanical aptitude and ability to troubleshoot equipment to a sub-assembly level.
• Prior 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.
• Strong sense of urgency in meeting Service Level Agreements (SLA).
• Ability to work in adverse environments, diffuse stressful situations, and work independently or as part of a team.
• Physically able to lift and carry up to 50 pounds, sit for extended periods, climb ladders up to 15 feet, and operate aerial work platforms.
• Willingness to work evenings, weekends, holidays, and be on-call for 24/7/365 support.

Physical and Mental Demands

• Regularly required to sit, talk, hear, use hands, and reach with arms.
• Frequently required to walk, stand, and move between work sites, including ascending/descending stairs and ladders.
• Specific vision abilities include close vision and ability to adjust focus, including working in low-light areas.
• Regularly required to use written and oral communication, read and interpret data, solve problems, learn new skills, and perform detailed work on multiple tasks.
• Must maintain composure in a fast-paced, high-quality 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 requirements for evenings, weekends, holidays, and on-call support.
• Overtime and weekends as needed.
• Work location: On the road, with up to 75-100% travel.

Benefits

• Flexible schedule.
• Paid training.