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Regional Service Technician I

Longmont, Colorado, United States
November 05, 2019


Job Description

General Function

The Regional Service Technician will install, troubleshoot, and repair IT hardware in a retail environment.

Essential Duties & Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

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


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

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

May be assigned other duties as needed

Locations are Longmont area or surrounding towns