Field Service Technician

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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 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.

Pay Range : $18-$26

Essential Job Duties

• Will be dispatched daily on a call-by-call basis. Conduct 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

Weekly Tasks

Quarterly Tasks

Competencies

Required Education & Experience

Physical Demands

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 provided 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.

Equal Opportunity Employer

Retail Tech INC. is an equal opportunity employer and participates in E-Verify upon employment.

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