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Field Service Technician - Indianapolis, IN #7546186

Company: Pomeroy

Date: 08/02/2020

City: Indianapolis, IN

Employment type: Full-time

Core Function: This role is the same as Regional Service Technician I and II, although a level III might not be assigned to a specific route for running service calls. Instead, a Level III may be assigned to a large zone to run overflow calls or issue call, etc. Level III also has more admin duties related to supporting the divisional team and Local Operations Manager.

Essential Duties & Responsibilities:

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 all 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 instance our Technicians are required to work out of their own personal vehicles. In this instance they are required to keep accurate records for mileage re-imbursement. The technician 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 our customers in a retail/office type environment and assist your fellow technicians in resolving more complex issues or troubleshooting. Further, the Level III will also assess tickets assigned to others for potential issues or assistance needed.
  • Follow company guidelines and procedures for maintaining your assigned inventory, inventory locations could be Company Vehicle, Storage Unit or HUB locations. This will include confirming all good in-bound parts for replenishment or service calls and shipping out defective parts in a timely manner. The return of good parts no longer needed through the excess return process and keeping accurate records of the inventory and location cleanliness with minimal management oversight. This can include assisting other technicians with inventory related queries.
  • As you will be the front line for our company it is expected of you to have exceptional customer service skills, appropriate business casual attire, and maintain a very high customer satisfaction level.
  • Pomeroy technicians utilize a web-based ticketing system to run service calls within their assigned zones. It is the responsibility of the technicians to make sure these tickets are maintained and updated daily, this includes properly updating your tickets to reflect the current status for that call as well as writing correct, proper and thorough call notes, correct equipment type, serial numbers, return tracking information, parts ordering and parts usage, and call resolutions. Further, the Level III technician will monitor and ensure that others on the team are keeping a consistent standard as it relates to essential duties and requirements.

Regional Service Technicians are evaluated on the following criteria:

  • Meeting or exceeding their 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 set goals for training requirements and knowledge base.
  • 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 one.
  • Meeting or exceeding company expectations in operating and reporting practices when utilizing a personal vehicle for work.

Supervisory Responsibilities:

  • Works well with other on the team and is a go-to for troubleshooting and inventory knowledge. Has client contact as required to facilitate issue resolution.
  • Reporting related to inventory movement and consistency.
  • Reporting related to COT/SLA/RST utilization.
  • Assist Local Operations Manager with various account support duties.
  • Inventory corrections and team assistance.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions daily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment and tools; and reach with hands and arms. Employees are frequently required to walk, stand, and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs and ladders. Specific vision abilities required by this job include close vision and the ability to adjust focus and work in some low light areas.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients, Vendors and management.

Minimum Knowledge, Skills and Abilities required: 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 2 years Point of Sale repair, Network Equipment repair and PC repair experience highly desired. Minimum 3-5 years previous experience of Break Fix or Network experience that was performed in a Retail or Office type setting is highly preferred. 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. You will also be utilized in assisting fellow technicians who may call upon you for support. Prior low voltage experience with voice/data cabling experience 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 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 climb a ladder up to 15' high when needed. Must be able to operate and work from small scissor lifts when needed. Must be able to pass various certification tests (Weights & Measures, etc.) * Company provides retail-oriented and office technology services 24/7/365. This position requires our technicians to be willing and available to work evenings, weekends, and holidays and be on-call to support all our retail clients.

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