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Field Service Tech

Company: Pomeroy
Location: Harrisburg
Posted on: June 9, 2021

Job Description:

Key Responsibilities include:

  • Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
  • Troubleshoot and repair failed IT hardware in retail store and/or office settings
  • Pick up shipped good service parts and drop off defective service parts on a timely basis
  • Provide exceptional customer service
  • Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
  • Performance review metrics include the following:
  • SLA achievement
  • Customer Service scores
  • Inventory movement and accuracy
  • Safety
  • Compliance related training and follow through
  • Service call management
  • Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
  • Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
  • Focus on safety at all times -- including maintaining a safe driving record
  • Additional Responsibilities may include, but are not limited to:
  • Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
  • Complete staging / integration services of IT hardware as needed
  • Installation or cabling projects may require travel
  • Extensive driving required in company provided vehicle
  • May be assigned other duties as needed

Qualifications: High school diploma or equivalent required; AS/BS degree in related technical field preferred Without a degree, industry certification A+, Net+, Server+, or similar required Minimum 1 year point of sale repair and IT equipment repair experience highly desired Minimum 1 year previous in-store retail work experience preferred Must be conscientious about safety; good driving record and driving habits required The company places a premium on individual integrity and accountability Must be mechanically inclined and have the ability to troubleshoot IT hardware to sub-assembly level Prior low voltage voice and data cabling experience preferred Excellent customer service skills required to properly interface with end-user customers; good verbal and written communication skills required; documentation skills required to provide accurate notation, billing, and parts order information in web-based service calls Must possess: a strong sense of urgency in managing both Service Level Agreement (SLA) repair and inventory turn times; the ability to work in adverse repair/installation environments and diffuse stressful situations; and the ability to work independently while being a strong team player as needed Must be physically able to lift and carry up to 50 pounds and sit for extensive periods of time while driving; Must also be able climb a ladder up to 15' high and pass various certification tests (Weights & Measures, etc) Company provides retail-oriented technology services 24/7/365, this position requires technician to be willing and available to work evenings, weekends, and holidays and be on-call to support retail clients

Keywords: Pomeroy, Harrisburg , Field Service Tech, Other , Harrisburg, Pennsylvania

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