Regional Service Technician 1

Pomeroy•Midlothian, TX

9h•Onsite

About The Position

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. The duties include managing assigned service zones, maintaining company or personal vehicles, troubleshooting and repairing IT hardware/software in a retail/office environment, managing inventory, providing exceptional customer service, and utilizing a web-based ticketing system to manage and update service calls daily. Technicians are evaluated on meeting goals for Service Level Agreements, customer service, inventory management, safety, training, service call management, daily administrative tasks, and vehicle operation.

Requirements

High School Diploma or equivalent is required.
Must be Safety Oriented and possess excellent Driving Habits and a clean MVR.
Must Show good mechanical aptitude and possess the ability to Troubleshoot equipment to a sub-assembly level.
Ability to operate and maintain various tools, media devices and testers used to troubleshoot customer hardware/software issues.
Excellent customer service skills required to properly interface with end-user customers.
Must show good verbal and written communication skills.
Must possess good documentation skills required to provide accurate call notation, billing, and parts order information in web-based service calls.
Must possess a strong sense of urgency in managing and meeting our Service Level Agreements (SLA).
The ability to work in adverse repair/installation environments and diffuse stressful situations.
Must possess the ability to work independently while being a strong team player when needed.
Must be physically able to lift and carry up to 50 pounds when needed.
Must be able to sit for extensive periods of time while driving.
Must also be able to climb a ladder up to 15' high when needed.
Must be able to operate and work from an aerial work platform when needed.
Must be able to pass various certification tests (Weights & Measures, etc).
Willingness to travel: 75-100% (Preferred)

Nice To Haves

AS/BS Degree in a related technical field highly desired but not required.
Industry Certifications such as A+, Net+, Server+, or similar are highly desired.
Minimum of 1 year Point of Sale repair, Network Equipment repair and PC repair experience highly desired.
Minimum 1-year previous experience of Break Fix or Network experience that was performed in a Retail or Office type setting is highly preferred.
Prior low voltage experience with voice/data cabling experience preferred.
Programmable logic controllers: 1 year (Preferred)
Mechanical knowledge: 1 year (Preferred)

Responsibilities

Manage assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.
Maintain company vehicle in a high state of repair and cleanliness, ensuring all maintenance is up to date.
Keep accurate records for mileage reimbursement if using a personal vehicle, maintain the vehicle properly, and maintain a clean MVR with proof of proper insurance coverage.
Maintain good troubleshooting skills and increase break-fix knowledge to help the company maintain IT hardware/software support for customers in a retail/office environment.
Follow company guidelines and procedures for maintaining assigned inventory, including confirming inbound parts, shipping defective parts, returning excess parts, and keeping accurate records of inventory movement and location.
Have exceptional customer service skills, appropriate casual business attire, and maintain a very high level of customer satisfaction.
Utilize a web-based ticketing system to run service calls, maintain and update tickets daily, and write correct, proper, and thorough call notes, including equipment type, serial numbers, return tracking information, parts ordering and usage, and call resolutions.