Regional Service Technician I

Pomeroy is seeking a full-time travel field technician to handle service tickets for our customers. Printer technician experience is preferred but not required.

About the role

This role manages an assigned service zone and assists in other zones as needed to ensure service calls are completed within the Service Level Agreement (SLA). Technicians may be assigned a company vehicle or use their personal vehicle for work.

Responsibilities

• Manage assigned service zone and assist in other zones to meet SLA requirements.
• Maintain company vehicle in a high state of repair and cleanliness, including all up-to-date maintenance, or use a personal vehicle with accurate mileage records and a clean MVR.
• Maintain strong troubleshooting skills and expand break-fix knowledge to support IT hardware/software for customers in retail/office environments.
• Assist fellow technicians with complex issues or troubleshooting.
• Follow company guidelines for inventory management, including confirming in-bound parts, shipping defective parts, returning excess parts, and maintaining accurate records.
• Provide exceptional customer service to maintain 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.
• Meet performance goals for COT/SLA/RST utilization, customer service, inventory management, safety, training, service call management, and administrative tasks.

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 2 years of experience in Point of Sale repair, Network Equipment repair, or PC repair (highly desired).
• Minimum 2 years 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.
• 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 call notation, billing, and parts ordering.
• Strong sense of urgency in meeting SLAs and ability to work in adverse environments.
• Ability to work independently and as part of a team.
• Physically able 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 to support retail clients 24/7/365.
• Ability to pass certification tests (e.g., Weights & Measures).