Field Engineering Specialist providing technical support for Roche healthcare products. Responsible for installation, repair, and maintenance while maximizing customer satisfaction through effective service.
About the role
- Field Service Technician responsible for delivering technical support and customer service for SHI International. Diagnosing and repairing POS systems in a retail environment across New Jersey and New York.
Responsibilities
- Accept and acknowledge all dispatched service calls within one hour of assignment.
- Communicate proactively with customers regarding arrival times, service expectations, and completion timelines.
- Troubleshoot, diagnose, repair, and replace POS and IT-related hardware across retail locations.
- Complete all services within established Service Level Agreements (SLAs).
- Utilize SHI’s call management system in real time, ensuring accurate documentation of inventory, parts usage, and service notes.
- Build and maintain strong relationships with customers to ensure a positive service experience.
- Collaborate with management, dispatch, peers, and support teams to resolve escalations and support coverage needs.
Requirements
- Completed Associate’s Degree in computer science, IT, or a related field; certificate of completion from an accredited trade school in a related field; or relevant work experience required.
- Experience with installing, configuring, and troubleshooting IT Hardware.
- Experience in a similar role at a VAR or IT Services organization preferred.
- Experience with shipping software such as UPS, FedEx, DHL, etc.
- Warranty Repair Certifications with an OEM (Apple, Dell, HP, Lenovo) preferred.
- Ability to lift and handle equipment weighing up to 75 lbs.
- Ability to obtain a Weights & Measures license within 90 days of hire.
- Willingness to obtain one of the following certifications within first 6 months of SHI employment: Microsoft MCSE/MCSP, CompTIA A+, Vendor Certs: HP, Dell, Lenovo, or Apple.
Benefits
- Health, wellness, and financial benefits to offer peace of mind to you and your family.
- Continuous professional growth and leadership opportunities.
- World-class facilities and the technology you need to thrive – in our offices or yours.
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