Field Services 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 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