RSTII-PT

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 zones to ensure service calls are completed within the Service Level Agreement.
• If assigned a company vehicle, maintain it in a high state of repair and cleanliness, ensuring all maintenance is up to date.
• When using a personal vehicle, keep accurate mileage records for reimbursement, maintain vehicle cleanliness and regular maintenance, maintain a clean MVR, and provide proof of proper insurance coverage.
• Maintain strong troubleshooting skills and expand break‑fix knowledge to support IT hardware/software for customers in retail/office environments.
• Follow company guidelines for inventory management (company vehicle, storage unit, or HUB), confirm inbound parts for replenishment or service calls, ship defective parts promptly, return excess parts, and keep accurate records of inventory movement and location cleanliness.
• Provide exceptional customer service, dress in business‑casual attire, and maintain a very high customer satisfaction level.
• Use the web‑based ticketing system to update tickets daily, including status, thorough call notes, equipment type, serial numbers, return tracking, parts ordering/usage, and resolutions.
• Meet or exceed goals for closed‑on time/SLA/RST utilization, customer service, inventory management, safety, training requirements, service call management, daily admin tasks, and vehicle operating/reporting practices (company or personal).

Evaluation Criteria

• Closed‑on Time / Service Level Agreement / RST Utilization goals.
• Customer Service goals.
• Inventory management goals.
• Safety goals and procedures.
• Training requirements and knowledge‑base goals.
• Service call management and expectations.
• Daily administrative tasks and procedures.
• Operating and maintaining the company vehicle (if assigned).
• Operating and reporting practices when utilizing a personal vehicle for work.

Minimum Knowledge, Skills & Abilities

• 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 1 year Point‑of‑Sale repair, network equipment repair, and PC repair experience (highly desired).
• Minimum 1 year break‑fix or network experience performed in a retail or office setting (highly preferred).
• Safety‑oriented with excellent driving habits and a clean MVR.
• Good mechanical aptitude; ability to troubleshoot equipment to a sub‑assembly level.
• Prior low‑voltage voice/data cabling experience (preferred).
• Ability to operate and maintain various tools, media devices, and testers used to troubleshoot hardware/software issues.
• Excellent customer service skills; strong verbal and written communication.
• Good documentation skills for accurate call notes, billing, and parts order information in web‑based service calls.
• Strong sense of urgency in meeting Service Level Agreements.
• Ability to work in adverse repair/installation environments and diffuse stressful situations.
• Ability to work independently while being a strong team player when needed.
• Physical ability to lift and carry up to 50 lb, sit for extended periods while driving, climb ladders up to 15 ft, operate aerial work platforms, and pass various certification tests (Weights & Measures, etc.).

Physical and Mental Demands

The following demands are representative of what must be met to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Physical Demands

• Regularly required to sit; talk or hear in person and via multimedia; use hands to operate standard office equipment and tools; reach with hands and arms.
• Frequently required to walk, stand, and move about, often long distances or between work sites; ascend and descend stairs and ladders.
• Ability to lift and carry up to 50 lb, climb ladders up to 15 ft, and operate an aerial work platform when needed.
• Vision requirements include close vision, ability to adjust focus, and work in low‑light areas.

Mental Demands

• Effectively use written and oral communication skills; read and interpret data, information, and documents.
• Analyze and solve problems; use math and mathematical reasoning.
• Learn and apply new skills and information.
• Perform highly detailed work on multiple concurrent tasks.
• Interact with employees, clients, vendors, and management.
• Maintain composure in a fast‑paced, high‑quality environment where personal and team accountabilities are paramount.

Work is generally sedentary but may require standing and walking for up to 10 % of the time. The environment is typically retail or office based, with standard office and retail equipment available.