Repair Technician II

About Trafera

It's no secret that technology has changed, especially for schools. Competing and staying successful in an ever-evolving world of digital transformation takes more than just a technology friend, it takes a true technology powerhouse.

Based out of St. Paul, Minnesota along with locations in Oklahoma and Louisiana, Trafera is a dynamic and growing company wholly immersed in the K-12 and higher education marketplaces. We provide and service both new and recertified technology ranging from Chromebooks, desktops, mobiles, servers, storage, and networking hardware to our customers. Additionally, Trafera provides support to educators and admins to ensure that the technology we sell can be meaningfully integrated into the student learning experience.

We are passionate about serving not only our customers' needs, but also those of our employees. Working at Trafera, you will be part of an energetic team that shares an enthusiasm to support K-12 schools. We support open, honest, and transparent communication, continual learning, and employee-driven initiatives. Come join us!

Benefits

Our comprehensive rewards package includes:

• Competitive wages

• Time off including company holidays, floating holidays, and PTO accrual starting at 3 weeks annually

• Medical, Dental and Vision insurance

• Health Savings Account (w/ employer contribution)

• 401(k) plan with 4% company match and immediate full vesting

• Company paid life, AD&D, and disability insurance

• Peer recognition program

• Valuable extras including LegalShield & IDShield insurance

Job Summary

The Repair Technician will work to successfully audit, document, and repair defective customer systems, adapting to achieve desired individual and team performance goals, while adhering to established quality standards, at the direction of the Repair Supervisor and Repair Lead.

This position will have the opportunity to grow their career into becoming a Repair Technician II, Critical Repair Tech, Team Lead, or our Super Technician position.

The schedule for this role is Monday - Friday, 7:00 AM - 3:30 PM.

Position Duties/Responsibilities

As assigned, work to fulfill the primary function of the Repair Team:

• Diagnose defective customer systems:

• Verify serial number on Repair Traveler matches the device in hand.

• Confirm the issue described by the customer is present.

• Recommend part needed to fix described issue.

• Accurately document needed info on Repair Traveler.

• Adhere to established timeframes and standards to ensure efficiency.

• Follow all department auditing guidelines.

• Repair defective customer systems:

• Verify serial number on Repair Traveler matches the device in hand.

• Repair defective system with provided part.

• Verify the problem described is fixed.

• Accurately document needed info on Repair Traveler.

• Adhere to established timeframes and standards to ensure efficiency.

• Follow all department repair guidelines.

• Complete diagnoses/repairs effectively and efficiently to achieve successful individual productivity while maintaining quality.

• Work as part of a larger team to reach group performance goals.

• Identify opportunities for ongoing improvement efforts in work processes or efficiencies

• Collaborate with Supervisor, Lead, and admin repair staff on more complex or difficult diagnoses and repairs to identify root causes and implement changes to prevent reoccurrence.

• Assist other teams in accomplishing various tasks as needed, or assigned.

As Repair Technician II, you will perform advanced repairs on behalf of our customers, in addition to occasionally working to meet specialized customer repair obligations. You will be responsible for the diagnostics and repair of higher difficulty customer systems in accordance with established processes and guidelines, including Windows laptops and desktops, Apple products, tablets, thin clients, and all-in-ones. You will also be required to ensure the needed parts are requested with the correct warranty entitlement with accurately documented diagnostics information. In performing your duties, you will be expected to work efficiently to meet individual repair Key Performance Indicators (KPIs) while maintaining high standards of quality and accuracy. Your role is highly important in satisfying our warranty repair service obligations to our education customers.

Position Duties/Responsibilities:

• As assigned, work to fulfill the primary function of the Repair Team:

Diagnosing defective customer systems:

• Verify serial number on Repair Traveler matches the device in hand.

• Confirm the issue described by the customer is present.

• Determine part needed to fix described issue.

• Submit part under the correct warranty entitlement, per established standards.

• Accurately document needed info on Repair Workbench.

• Follow all established diagnosing guidelines.

Repairing defective customer systems:

• Verify serial number on Repair Traveler matches the device in hand.

• Request parts from picking team and repair defective system.

• Verify the problem described is fixed - perform all device testing per testing SOP.

• Accurately document needed info on Repair Workbench.

• Follow all established repair guidelines.

• Effectively and efficiently work to achieve successful individual repair KPI's while maintaining quality.

• Effectively diagnose a wide variety of customer devices in all form factors, including Windows laptops and desktops, iPads, Macbooks, iMacs, ChromeOS tablets, thin clients, and all-in-ones.

• Identify areas of concern, means of improvement, and ways to increase efficiency, communicating them to Repair Team Lead or Repair Logistics Manager.

• When problems have occurred, work with the Repair Team Lead, Repair Logistics Manager, and Repair Trainer to identify their root causes and implement or recommend changes to prevent them from occurring again in the future.

• Assist other teams in accomplishing various tasks, as needed, or assigned.

• All other duties assigned by management.

Required Skills/Abilities:

• Strong interpersonal skills with the ability to communicate effectively and collaborate with team members.

• Excellent organizational skills and attention to detail, with a focus on accuracy and completeness in tasks.

• Proven ability to effectively manage time and meet deadlines.

• Strong analytical and problem-solving skills, with the ability to quickly identify and resolve issues.

• Ability to prioritize tasks efficiently and effectively and adapt to changing priorities in a fast-paced environment.

• Ability to work well in a team, contribute to a positive team dynamic, and support team goals.

• Ability to report to and work from any Trafera facility in the Twin Cities metro area (MN) as required.

Education and Experience:

• At least 1-year related work experience required.

• Advanced technical knowledge of Chromebooks, Mac, and Windows based computer systems, including parts, models, and functionality, is required.

• Minimum of a high school diploma or equivalent is required.

• At least 1-year technical training from technical program or college is preferred.

• Hardware certifications such as A+ and ACMT are preferred.

Essential and Physical Requirements:

• Extended periods of sitting at a desk and working on a computer are essential for this role.

• When assisting other teams, prolonged periods of standing working on benches, bending over, or repetitive movement.

• Must be capable of lifting and carrying up to 40 pounds on occasion.