Field Service Technician

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

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