Field Service Technician - Wakefern

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours.

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.

• 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 time frames.

• Teamwork:
  Can understand the importance of teamwork and is developing the ability to contribute effectively to team efforts.

• Self‑Motivation:
  Can demonstrate a willingness to take on tasks and responsibilities independently when assigned.

• Initiative:
  Can demonstrate a willingness to take on new tasks and responsibilities when assigned.

• Time Management:
  Can understand the importance of time management and strives to prioritize tasks to meet deadlines.

• Critical Thinking:
  Can understand and identify the strengths and weaknesses of an argument.

• Problem‑Solving:
  Can demonstrate a willingness to address and resolve problems when they arise.

• Technical Expertise:
  Can understand the basic concepts in a technical area and seeks guidance when applying them.

• Willingness to Learn:
  Can demonstrate interest in learning new things and seeks opportunities for personal and professional development.

• Technical Troubleshooting:
  Can demonstrate a willingness to identify and address simple technical problems when they occur.

• Organization:
  Can maintain a clean and organized workspace and follow simple organizational systems when assigned.

• Multi‑Tasking:
  Can demonstrate a willingness to take on multiple tasks and responsibilities when assigned.

• Customer Service:
  Can provide responsive and courteous assistance to customers.

• 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…