Field Service Technician - Wakefern

SHI International Corp.

48d•$45,000 - $55,000

About The Position

SHI International Corp. is seeking a highly motivated Field Service Technician to join our Modern Workplace Services (MWS) team. This role is responsible for delivering exceptional technical support and customer service within a fast‑paced retail environment. The Field Service Technician will diagnose, repair, and maintain point‑of‑sale (POS) systems and IT hardware, ensuring uninterrupted customer operations. This position requires strong technical aptitude, professionalism, accurate documentation, and adherence to SHI standards for service quality and asset management.

Requirements

Completed Associate’s Degree in computer science, IT, or a related field; certificate of completion from an accredited trade school in a related field; or relevant work experience required
Experience with installing, configuring, and troubleshooting IT Hardware
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic
Proficient in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic
Ability to read and interpret technical instructions/manuals, troubleshooting guides, and manufacturer specifications - Basic
Understanding of operating systems, boot processes and troubleshooting (Dell, Apple, HP, Lenovo, Cisco, etc...) - Basic
Ability to lift and handle equipment weighing up to 75 lbs.
Ability to obtain a Weights & Measures license within 90 days of hire.
Willingness to obtain one of the following certifications within first 6 months of SHI employment: Preferred: Microsoft MCSE/MCSP CompTIA A+ Vendor Certs: HP Dell Lenovo Apple

Nice To Haves

Experience in a similar role at a VAR or IT Services organization preferred
Experience with shipping software such as UPS, FedEx, DHL, etc.
Warranty Repair Certifications with an OEM (Apple, Dell, HP, Lenovo) preferred

Responsibilities

Accept and acknowledge all dispatched service calls within one hour of assignment.
Communicate proactively with customers regarding arrival times, service expectations, and completion timelines.
Troubleshoot, diagnose, repair, and replace POS and IT-related hardware across retail locations.
Complete all services within established Service Level Agreements (SLAs).
Utilize SHI’s call management system in real time, ensuring accurate documentation of inventory, parts usage, and service notes.
Maintain and safeguard assigned parts inventory.
Operate and maintain company vehicle in compliance with SHI Driving Policy.
Build and maintain strong relationships with customers to ensure a positive service experience.
Collaborate with management, dispatch, peers, and support teams to resolve escalations and support coverage needs.
Assist with deployment projects and field initiatives as needed.
Stay current with evolving POS technology and industry best practices.
Obtain required certifications and licenses within mandated timeframes.