Field Service Technician II

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 a 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 the van for multiple customer environments; 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
• May be assigned other duties as needed

Requirements
Qualifications:
 High school diploma or equivalent required; AS/BS degree in a 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 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 extended periods of time while driving; Must also be able to climb a ladder up to 15' high and pass various certification tests (Weights & Measures, etc)
 The company provides retail-oriented technology services 24/7/365, this position requires a technician to be willing and available to work evenings, weekends, and holidays and be on-call to support retail clients

For over 35 years, Pomeroy has enabled technology that enhances and empowers people in the workplace.

Today we partner with our clients to help them transform from a “one size fits all” delivery model to a personalized human experience that is a competitive differentiator and the key to delivering digital transformation and better business outcomes.

It’s all about delivering an exceptional experience, one that is simple, intuitive, and secure – anytime, anyplace and from any device. Our workplace is no longer a physical location or workstation, rather it’s the place where a person can work at any given time with full capacity to do their job productively and effectively.

We deliver that experience by connecting the dots between people and their applications, across a network that is intuitive and automated to where the applications live, today that is in a hybrid IT environment, on-premise and in the cloud, with security an integral part of everything we do.

We provide managed IT services to support our clients from our locations throughout North America, Latin America, and Europe. Our service delivery model combines monitoring, prevention, and resolution in an approach that is always aware, proactive, and responsive.

Our field engineers support more than 50,000 sites across North America alone and respond to more than 3 million incidents and user requests annually covering 2 million desktops, laptops, smartphones and tablets, servers, printers, and other peripherals.

Our expertise connecting the workplace, network and hybrid IT is industry-recognized, including Gartner recognition for over 17 years as one of a select few who can deliver agile, quality Managed Workplace Services.1

And although technology and innovation are key ingredients in our solutions, our people are our greatest asset. Over 3,000 highly motivated and diverse, dedicated to supporting our 700+ clients, from midsize organizations to large, well-known US and global brands, 15 in the Fortune 500.

“The Pomeroy Way” is our guiding principle. It’s a conscious understanding that who we are as individuals and how we choose to interact with others is a direct reflection of who we are as a company and how we will be viewed as an organization. It defines our company and our culture as the place to be, the place to stay, and the place to grow.

1 Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.