Regional Service Technician I

Responsibilities

• Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others.
• Troubleshoot and repair failed IT hardware in retail store and/or office settings.
• Pick up shipped good service parts and drop off defective service parts on a timely basis.
• Provide exceptional customer service.
• Edit all aspects of web-based service tickets assigned to the service zone, including providing in-route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail.
• Maintain spare and parts inventory in van for multiple customer environments; record accurate usage of service parts as dictated by the service management system; maintain constant adherence to inventory control practices and standards.
• Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules.
• Focus on safety at all times, including maintaining a safe driving record.
• Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed.
• Complete staging/integration services of IT hardware as needed.
• Installation or cabling projects may require travel.
• Extensive driving required in company-provided vehicle.
• May be assigned other duties as needed.

Performance Metrics

• SLA achievement
• Customer Service scores
• Inventory movement and accuracy
• Safety
• Compliance related training and follow-through
• Service call management