Regional Service Technician

Pomeroy is seeking a full‑time Technician to work as a travel field technician running service tickets as needed for our customers.

Core Function:
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.

• 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 is the technician’s responsibility to maintain the vehicle in a high state of repair and cleanliness, ensuring 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 must keep accurate records for mileage reimbursement, maintain the vehicle properly (cleanliness and regular maintenance), and maintain a clean MVR.
• Maintain good troubleshooting skills and increase break‑fix knowledge to support company IT hardware/software in a retail/office environment and assist fellow technicians with complex issues.
• Follow company guidelines for maintaining assigned inventory. Inventory may be stored in a company vehicle, storage unit, or hub. Responsibilities include confirming inbound parts, shipping out defective parts, returning excess parts, and keeping accurate records of inventory and cleanliness.
• Provide exceptional customer service to maintain a high customer satisfaction level.
• Utilize a web‑based ticketing system to run service calls within assigned zones, ensuring tickets are maintained and updated daily with accurate call notes, equipment details, and parts usage.
• Performance evaluation includes meeting or exceeding COT/SLA/RST utilization goals, customer service goals, inventory management goals, safety goals, training and knowledge requirements, service call management, daily admin tasks, vehicle maintenance standards, and reporting practices when using a personal vehicle.

• None

• High School Diploma or equivalent is required.
• AS/BS Degree in a related technical field is highly desired but not required.
• Industry certifications such as A+, Net+, Server+, or similar are highly desired.
• Minimum of 2 years experience in Point of Sale repair, Network equipment repair, and PC repair is highly desired.
• Minimum 2 years experience in Break Fix or Network work performed 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 ability to troubleshoot equipment to a sub‑assembly level, assisting fellow technicians when needed.
• Prior low‑voltage or voice/data cabling experience is preferred.
• Ability to operate and maintain various tools, media devices, and testers used to troubleshoot customer hardware/software issues.
• Excellent customer service skills, with strong verbal, written, and documentation skills for accurate call notation, billing, and parts ordering.
• Strong sense of urgency and ability to manage Service Level Agreements. Must work independently and as a team player.
• Physical capability to lift and carry up to 50 pounds, sit for extensive periods while driving, climb ladders up to 15 feet, use aerial work platforms, and pass required certification tests (Weights & Measures, etc.).
• Willingness to work evenings, weekends, holidays, and on‑call shifts for 24/7/365 retail technology services.

Employees are regularly required to sit; talk or hear, use hands to finger, handle, feel or operate standard office equipment and tools; and reach with hands and arms. Frequently required to walk, stand and move about to accomplish tasks, including long distances or moving between work sites. Must climb stairs and ladders, and perform tasks in low‑light areas. Must maintain composure in a fast‑paced, high‑quality environment.

Work is generally sedentary, with occasional standing and walking up to 10% of the time. Conducted in retail or office settings using standard office and retail equipment, including printers.