Field Service Technician

Job Description

Summary: The Field Service Technician will be dedicated to a single customer and responsible for a specific group of stores. The technician will provide installation, maintenance and break-fix services for the covered equipment within each store and will perform scheduled maintenance at each site. The tech is to be responsible for the assigned daily call management, execution, and completion of technical break-fix services delivery, ensuring consistency with Customer SLA, company strategy, commitments and goals.

Essential Job Duties

• Will be dispatched daily on a call-by-call basis. Conducts work at customer site(s) to provide installation, maintenance and repairs on customer’s IT hardware including but not limited to POS, PC, Printers, Kiosks, AP’s, servers, network appliances and portable data terminals
• Responsible for the assigned daily call management, execution, and completion of technical break-fix services delivery, ensuring consistency with Customer SLA, company strategy, commitments, and goals.
• May be responsible to install customer systems according to the installation plan and certify that the installation or setup of the product meets the customer's requirements
• Provide continuity of customer operations and high levels of customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers
• Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures
• Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services
• Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
• On the job training and classroom training will be provided.
• Other duties as assigned.
  
  

Daily Tasks:

• Monitor Tickets for escalations and support. Acknowledge service tickets within 1 hour.
• Monitor Open Tickets for completion. Follow up on problem tickets as assigned.
• Work with project and service desk on resolution to tickets that require a revisit.
• Monitor revisit tickets for successful resolution.
• Responding to Customer Requests and Escalations.
• Periodic Travel to customer locations and RTI Corporate Locations.
• Update ETA on service tickets
  
  

Weekly Tasks:

• Bi-Weekly Technical Calls for Updates and Communication.
• Receiving good stock deliveries and account for customer or RTI assets
• Meet Contractual SLA of 95% or better on assigned service tickets.
• Returning defective RMA parts to assigned warehouse.
• Other duties as assigned.
  
  

Quarterly Tasks:

• Inventory cycle count
• Other duties as assigned.
  
  

Competencies

• Critical thinking and problem-solving skills
• Strong planning and organizing skills, and follow through on administrative tasks.
• Works independently with no daily supervision.
• Solid decision-making skills
• Follows documented processes and procedures.
• Communication skills and Conflict Management
• Stress Management
• Budget Management
• Teamwork and Negotiation
• Adaptability
• Can Do positive attitude.
  
  

Required Education And Experience

• AAS/AS Degree in business or related work experience, preferred
• 1-3 years of computer experience.
• 1-3 years of technical field service, preferred.
• Intermediate understanding of Microsoft Outlook, Word, and Excel
• Technical POS knowledge is a plus.
• Valid driver’s license and acceptable driving record required.
  
  

Supervisory Accountability: This position has no supervisory responsibilities.

Work Environment: This job operates SOLO in a field setting, driving to customer sites. This role routinely uses standard office equipment such as computer, phone, and hand and power tools as needed.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• May require prolonged driving.
• Frequently carries and lifts tool kit/parts of varying weights (up to 50 lbs. up to eye level)
• May require bending/squatting, walking/standing /sitting for prolonged periods
• Exposure to enclosed spaces, dust, drafts, and damp areas
• Must be able to work at heights up to 10-15’ using a ladder.
• Normal vision (with or without corrective lenses) is required for this position.
  
  

Position Type and Expected Hours of Work: This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. The position rotates on-call (after 5 pm and includes the weekend) every 2 to 4 weeks and the next 12-month schedule will be provide prior to start date

Travel: Daily travel within an approximate 60-mile radius (but can be up to 120-mile radius as needed) is required since the position is all field work. Company vehicle is provided.

Benefits: Eligible employees can elect a full line of benefits including Medical and Dental Insurance through BC/BS (100% of the employee rate and 50% of dependent rate paid by the company), company paid Long Term Disability and Life Insurance, Voluntary Vision and Short Term Disability Insurance, PTO, Holiday Pay, and a generous 401K plan.

Retail Tech INC. IS AN EQUAL OPPORTUNITY EMPLOYER

and participates in E-Verify upon employment