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, cleanliness, and up-to-date maintenance. Keep accurate mileage records for reimbursement if using a personal vehicle.
• Maintain strong 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, including confirming in-bound parts, shipping defective parts, and returning excess parts with minimal oversight.
• Provide exceptional customer service, maintain appropriate attire, and ensure high customer satisfaction as the front line for the company.
• Utilize a web-based ticketing system to manage service calls, ensuring tickets are updated daily with accurate call notes, equipment details, parts usage, and resolutions.
• Meet or exceed goals for closed-on time, SLA compliance, customer service, inventory management, safety, training, and service call expectations.

Requirements

• High School Diploma or equivalent (required). AS/BS Degree in a related technical field (highly desired).
• 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 ordering.
• 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.
• Physical ability 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.
• Willingness to travel 75-100%.

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.
• Ability to ascend/descend stairs and ladders, with specific vision abilities for close focus and low-light areas.
• Mental demands include effective written and oral communication, problem-solving, multitasking, and maintaining composure in a fast-paced environment.

Pay

From $23.00 per hour.

Schedule

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

Benefits

• Flexible schedule.
• Paid training.