Services 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 May be assigned other duties as needed