Regional Service Technician 1

Pomeroy•Creola, AL

8d•Remote

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 IT hardware/software in a retail/office environment, managing inventory, providing exceptional customer service, and utilizing a web-based ticketing system to run and update service calls.

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).
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, and maintain the vehicle's cleanliness and regular maintenance.
Maintain good troubleshooting skills and increase break-fix knowledge to support IT hardware/software for customers in a retail/office environment.
Follow company guidelines for maintaining assigned inventory, including confirming inbound parts, shipping out defective parts, returning excess parts, and keeping accurate records of inventory movement.
Provide exceptional customer service, maintain appropriate business attire, and ensure a high level of customer satisfaction.
Utilize a web-based ticketing system to run service calls, ensuring tickets are maintained and updated daily with accurate call status, notes, equipment details, serial numbers, return tracking, parts information, and resolutions.