Regional Service Technician

Job description

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.

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 listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Manage assigned service zone and assist in other service zones when needed to ensure service calls are completed within the Service Level Agreement.
• If assigned a company vehicle it will be the technician's responsibility to maintain the vehicle in a high state of repair and cleanliness, making sure that all maintenance is up to date and completed.
• In some instances, technicians are required to work out of their own personal vehicles. In this instance they are required to keep accurate records for mileage reimbursement. Technicians must also keep their vehicle properly maintained, which includes cleanliness and regular maintenance intervals. These Technicians are also required to maintain a clean MVR as well as proof of proper insurance coverage.
• Must maintain good troubleshooting skills and increase their 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 your assigned inventory. The inventory location could be Company Vehicle, Storage Unit or HUB location. This will include confirming all goods in inbound parts for replenishment or service calls. Shipping out defective parts in a timely manner. The return of goods no longer needed through the excess return process and keep accurate records of inventory movement and location cleanliness with minimal management oversight.
• As you will be the front line for the company, it is expected to have exceptional customer service skills, appropriate casual business attire, and maintain a very high level of customer satisfaction.
• Technicians utilize a web-based ticketing system to run service calls within their assigned zones. It is the responsibility of the technicians to ensure these tickets are maintained and updated daily, including updating status, writing accurate call notes, entering correct equipment type and serial numbers, return tracking information, parts ordering and usage, and call resolutions.

• Meeting or exceeding Closed-on Time/Service Level Agreement/RST Utilization goals.
• Meeting or exceeding Customer Service goals.
• Meeting or exceeding Inventory management goals.
• Meeting or exceeding Safety goals and procedures.
• Meeting or exceeding training requirements and knowledge base goals.
• Meeting or exceeding service call management and expectations.
• Meeting or exceeding Daily admin tasks and procedures.
• Meeting or exceeding company standards for operating and maintaining the company vehicle if assigned.
• Meeting or exceeding company expectations in operating and reporting practices when utilizing a personal vehicle for work.

• None

• High School Diploma or equivalent is required.
• 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 in a retail or office setting is highly preferred.
• Must be safety oriented and possess excellent driving habits and a clean MVR.
• Must show good mechanical aptitude and the ability to troubleshoot equipment to a sub-assembly level.
• Prior low voltage experience with voice/data cabling preferred.
• Ability to operate and maintain various tools, media devices and testers used to troubleshoot customer hardware/software issues.
• Excellent customer service skills required to 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 Service Level Agreements (SLA). Ability to work in adverse repair/installation environments and diffuse stressful situations. 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 extended periods while driving. Must be able to climb a ladder up to 15 feet high when needed. Must be able to operate and work from an…