Field Service Technician - Cbiz
Kalamazoo, MI
About the Job
With over 120 offices and nearly 7,000 associates in major metropolitan areas and suburban cities throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.
CBIZ has been honored to be the recipient of several national recognitions for 2023:
- Best and Brightest Companies to Work for in the Nation
- Top Workplaces USA
- Best Places to Work in Insurance
- Best and Brightest Companies in Wellness
- Great Place to Work Certification
CBIZ Benefits & Insurance Services is a division of CBIZ, Inc., providing benefits consulting, HRIS technology, payroll, human capital management, property and casualty, talent and compensation solutions, and retirement plan services to organizations of all sizes. CBIZ is ranked as a Top 20 Largest Broker of U.S. Business (Business Insurance Magazine) and a Top 100 Retirement Plan Adviser (PLANADVISER).
Field Service Technicians install, upgrade, and maintain primary and backup branch connectivity, all site infrastructure including network hardware, computers, telephony, and print hardware, and all cabling. Technicians are required to schedule all maintenance, IMAC and multiple projects in adherence with SLA's, rollout schedules and established deadlines in support of Edward Jones branch offices, vendor sites and home FA locations in specified service territory. Field Service Technicians must master continuously evolving equipment and technologies, and train clients as new architecture is deployed.
Essential Functions and Primary Duties
- Maintain assigned locations and provide backup coverage for neighboring service areas when required.
- Monitor and aggressively schedule incoming tasks, by offering earliest ETA's possible, in assigned area in accordance with the client's desired time for all maintenance, project and IMAC activities with minimal supervision.
- Work with minimal supervision to complete all maintenance, project, and IMAC calls in adherence with contractual Service Level Agreements (SLA's).
- Accurately track and account for all work time in assigned tasks and in on-line utilization module, and document ticket status including resolution details.
- Follow proper escalation procedures to ensure all activities are addressed in a timely manner.
- Responsible for compliance with all Asset Management protocols including timely completion of necessary asset movement, proper packaging and shipping of all equipment being returned, and maintenance of a complete and up to date shipping log.
- Provide technical support to client in a timely manner with little or no disruption to daily customer operations.
- Train client on all new technologies and hardware.
- Responsible for completing all required inventory activities related to company vehicles and branch locations to ensure all tools and parts are ready for use at client site.
- Responsible to review and follow current documentation and processes.
- Schedule and complete all van maintenance in accordance with manufacturer and CBIZ Network Solutions specifications.
- Responsible for troubleshooting, repairing, and upgrading all telephony, computing, data, print, network, and AV hardware including but not limited to routing hardware, computers, laptops, monitors, printers, and telephony equipment. Equipment serviced is subject to change as business needs dictate.
- Install, maintain, and repair cabling in various commercial buildings. Provide cable management at end user and network equipment locations.
- Legally operate a company vehicle.
- Repair equipment off-site as needed.
- Provide excellent customer service.
- Listen to branch feedback, observe trends, identify common maintenance issues, and inform management.
- Performs related work as required.
Minimum Qualifications
- Associate's degree from accredited college or technical school OR two or more year IT and/or field service experience
- Able to use all related computer hardware and software
- Able to use job related tools
- Able to safely use step ladder
- Able to lift and/or move up to 100+ pounds of equipment
- Able to hold and grip objects
- Able to read and review information on computer monitors for extended periods of time
- Subject to periods of prolonged walking, sitting, and standing
- Performs bending, squatting, crawling, climbing, twisting, kneeling, and reaching both to ground level and overhead
- Maintain high speed internet access
- Maintain a valid driver's license in the employee's state of residence, allowing him/her to legally operate a company vehicle
- Ability to provide documentation showing a minimum age of 21 for your company car insurance
- Provide a clean and safe location for the repair of equipment as required
- Provide a suitable workspace for performing Help Desk functions
- Maintain residence in assigned territory