Regional Service Technician I

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

• 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 reimbursement.
    • The technician must also keep their vehicle properly maintained which includes cleanliness and regular maintenance intervals.
• 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.

Customer Service

The technician must have exceptional customer service skills and help maintain a very high customer satisfaction level.

Supervisory Responsibilities

None

Minimum Knowledge, Skills And Abilities Required

• A High School Diploma or equivalent is required.
• An AS/BS Degree in a related Technical field is highly desired, but not required.
• Industry Certifications such as A+, Net+, Server+, or similar are highly desired.
• A minimum of 2 years Point of Sale repair, Network Equipment repair and PC repair experience is highly desired.
• A minimum of 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 is 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 to 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 Information

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.