Key Facts

Remote From:

Anywhere

Full time

English

Hard Skills

Other Skills

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Problem Reporting
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Training And Development
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Quality Assurance
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Communication
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Teamwork
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Time Management
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Technical troubleshooting and diagnostic abilities for field equipment
Logistics, scheduling, and dispatch coordination experience
Inventory management and asset replenishment skills
Strong customer service and communication skills

Requirements:

Provide technical support to field technicians, troubleshooting equipment issues and offering remote solutions or dispatching resources as needed
Manage logistics and coordination of field operations, including scheduling appointments, dispatching technicians, and coordinating with customers to ensure timely service
Oversee inventory of equipment, tools, and parts, track stock levels, replenish supplies, and ensure technicians have necessary resources
Deliver training and development for field technicians and monitor service quality, conducting audits and implementing corrective actions as needed; liaise with customers to provide updates and resolve inquiries

Level 10, LLC

About Level 10, LLC

Who We Are Level 10 is one company, everything IT. With increasing IT challenges, we recognize retailers need less partners to do more. By strategically bundling our services - hardware procurement, asset management, maintenance, in-field technician support and service desk - we act as an extension of retailers' IT teams throughout their technology & mobile deployments, store openings/closing/remodels, and in-store support work. Our History We began as a business focused on Point-of-Sale (POS) hardware procurement in 2001 under the name tekservePOS. We found incredible success in this and became certified partners with over 45 OEMs. However, over the years, as the marketplace evolved and retail IT professionals were challenged to do more with less, we committed ourselves to increasing our value to our customers with a full range of services that compliment their hardware needs. Simply put, we became more than just a POS hardware reseller and, as a result, our name was no longer reflective of who we were as a company. Therefore, we have rebranded ourselves as Level 10, effective March 1, 2014. Our Vision To create solutions that allow for an easy and enjoyable work life. Our Mission To create authentic, engaging, and long-term relationships. Our Value Proposition We simplify and manage your technology supply chain as an extension of your IT team by creating solutions that are useful, consistent, simple, time-sensitive, stable and precise. Our 10 Core Values 1. Provide Extraordinary Customer Service 2. Commit to One Another 3. Be Resourceful 4. Act as a Trusted Advisor 5. Maintain Product Strength 6. Cultivate Innovation & Creativity 7. Preserve Fiscal Responsibility 8. Promote Wellness 9. Ensure Team Satisfaction 10. Advocate Philanthropic Service

Founded: 2018

Company size: 51 - 200

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Job description

Description

In agreement with our mission at Level 10 in creating authentic, engaging and long-term relationships, we would like to extend any candidate the opportunity to apply and engage in an a conversation around opportunities within our organization. If you are interested in speaking with us and applying for this department, please submit your application and resume. We will be in touch!

Purpose: The Field Technician Support department plays a critical role in supporting field operations, optimizing efficiency, and ensuring that customers receive prompt and high-quality service from field technicians.

Scope: The Field Technician Support department oversees and ensures field technicians can perform their jobs effectively and efficiently. Some essential responsibilities include effective coordination, technical expertise and customer-focused approach.

Our Field Technician Support department is made up of the following roles: Service Delivery Manager, Lead Field Technician Support Analyst, Field Technician Support Analysts

Responsibilities:

Technical Support: Provides assistance to field technicians who encounter technical issues while performing their duties. This can include troubleshooting equipment problems, diagnosing technical issues, and offering solutions remotely or dispatching additional resources when needed.

Logistics and Coordination: Manages the logistics of field operations, including scheduling appointments, dispatching technicians to service locations, and coordinating with customers to ensure timely service delivery.

Inventory Management: Oversees the inventory of equipment, tools, and parts that field technicians require. This involves tracking stock levels, replenishing supplies, and ensuring that technicians have access to necessary resources.

Training and Development: Provides ongoing training and development opportunities for field technicians to enhance their skills and knowledge. This may include technical training on new products, safety protocols, and customer service skills.

Quality Assurance: Monitors the quality of service provided by field technicians, conducts audits or inspections of completed work, and implements corrective actions as needed to maintain high standards of service delivery.

Customer Communication: Acts as a liaison between customers and field technicians, providing updates on service appointments, resolving customer complaints or inquiries, and ensuring overall customer satisfaction.

Performance Monitoring and Reporting: Tracks key performance metrics of field technicians, such as response times, job completion rates, and customer feedback. This data is used to assess performance, identify areas for improvement, and optimize workflows.

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