Regional Service Technician I

Pomeroy•Fort Collins, CO

About The Position

Pomeroy is seeking a full-time travel field technician to handle customer service tickets as needed. The technician manages an assigned service zone and may assist in other zones to ensure service calls are completed within Service Level Agreements (SLAs). Printer technician experience is preferred but not required. The role provides IT hardware and software break-fix support in retail and office environments. Technicians troubleshoot equipment, maintain accurate inventory and service-ticket records, provide strong customer service, and may support colleagues with more complex issues. Depending on assignment, the technician may use a company vehicle or a personal vehicle for work; vehicle upkeep, safe driving, and accurate mileage records are required as applicable. The position is evaluated on service utilization and SLA performance, customer service, inventory management, safety, training and knowledge, service-call management, administrative tasks, and compliance with company vehicle or personal-vehicle practices. Technicians must be available for evenings, weekends, holidays, and on-call support for retail clients.

Requirements

High school diploma or equivalent.
Safety-oriented, with excellent driving habits and a clean motor vehicle record (MVR).
Good mechanical aptitude and ability to troubleshoot equipment to the sub-assembly level.
Ability to operate and maintain tools, media devices, and testers used to troubleshoot customer hardware and software issues.
Excellent customer service, verbal communication, written communication, and documentation skills.
Ability to document service calls accurately, including call notes, billing, and parts-order information in a web-based service system.
Strong sense of urgency in managing and meeting SLAs; ability to work independently and as a team player, and to work in adverse repair or installation environments and defuse stressful situations.
Ability to lift and carry up to 50 pounds when needed, sit for extensive periods while driving, climb a ladder up to 15 feet, and operate and work from an aerial work platform when needed.
Ability to pass applicable certification tests, including Weights & Measures tests.
Willingness and availability to work evenings, weekends, holidays, and on-call schedules.

Nice To Haves

Printer technician experience.
Associate or bachelor's degree in a related technical field.
Industry certifications such as A+, Net+, Server+, or similar.
At least 2 years of Point of Sale repair, network equipment repair, and PC repair experience.
At least 2 years of break-fix or network experience in a retail or office setting.
Prior low-voltage experience, including voice/data cabling.

Responsibilities

Manage an assigned service zone and assist in other service zones to complete service calls within SLA.
Maintain an assigned company vehicle in good repair and cleanliness, including keeping maintenance current, when a company vehicle is provided.
When using a personal vehicle for work, maintain accurate mileage reimbursement records, keep the vehicle clean and maintained, and maintain a clean MVR.
Troubleshoot IT hardware and software issues and develop break-fix knowledge; assist fellow technicians with complex issues when needed.
Maintain assigned inventory according to company procedures, including receiving and confirming inbound parts, shipping defective parts, returning unneeded good parts, keeping accurate inventory records, and maintaining inventory-location cleanliness.
Provide exceptional customer service and help maintain high customer satisfaction.
Use the web-based ticketing system to manage service calls and update tickets daily with current status, thorough call notes, equipment type, serial numbers, return tracking, parts orders and usage, and resolutions.
Meet or exceed applicable goals for service utilization and SLAs, customer service, inventory, safety, training, service-call management, administrative tasks, and vehicle operation and reporting practices.
Work evenings, weekends, and holidays and be available on-call to support retail clients.
Operate and maintain tools, media devices, and testers used to troubleshoot customer hardware and software.
Work safely and meet applicable certification requirements, including tests such as Weights & Measures.