Regional Lead Technician

Regional Field Service Technicians are expected to work independently, manage their time and workload effectively, troubleshoot and resolve technical issues, and maintain professional relationships with the customer, fellow technicians, and internal support teams. Regional Field Service Technicians will support a variety of IT hardware, software, and data-related issues, complete assigned service requests and projects on schedule, and accurately document all work performed.

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Regional Lead Tech to join our team.

As a Regional Field Service Technician, you will provide hands-on technical support for our national home improvement retail client while serving as a trusted technical resource and leader within your assigned region.  The ideal candidate will be a self-starter with strong customer service, communication, and leadership skills. Regional Field Service Technicians are expected to work independently, manage their time and workload effectively, troubleshoot and resolve technical issues, and maintain professional relationships with the customer, fellow technicians, and internal support teams.

As a Regional Field Service Technician, you are expected to lead by example in the field. This includes taking ownership of issues through resolution, assisting and mentoring fellow technicians when needed, promoting established processes and standards, and helping drive consistency and accountability across the region. 

Regional Field Service Technicians will support a variety of IT hardware, software, and data-related issues, complete assigned service requests and projects on schedule, and accurately document all work performed. This role requires the ability to prioritize competing responsibilities, make independent decisions in the field, identify when additional support or escalation is needed, and maintain consistent \communication with leadership and the customer.

Responsibilities:

IMPORTANT DRIVING REQUIREMENT

A valid driver’s license and the ability to safely operate a company-owned vehicle are absolute 
requirements of this position.

This is a field-based position requiring daily driving between customer locations in a company-provided 
vehicle. Candidates must possess and maintain a valid driver’s license, an acceptable driving record, 
and remain eligible to operate a company-owned vehicle throughout their employment.

The ability to drive a company vehicle is an essential function of this position. Candidates who are unable to meet the company’s driving requirements will not be eligible for this role.

• Must be able to work in physically demanding environment (Lifting, bending, climbing, walking 
• extensively).
• Exceptional Customer Service and relationship building competence.
• Must be self-motivated, punctual, and able to work independently.
• Must have a working cell phone.
• Travel within a radius of 25 to 250+ miles.
• Areas include retail locations around the (region).
• Technical & Procedural support via phone or onsite presence.
• Microsoft Teams presence to assist with technical questions. 
• Assist meeting project deadlines, keeping aging tickets to a minimum, and assist with driving down weekly ticket volume.
• Onsite & remote backfill support, including store visits during FST PTO as directed by RFSM.
• Review Metrics for assigned FST’s and intervene when needed.
• Proficient communicator with emotional intelligence insight for explaining IT terminologies at the 
• client’s level of understanding.
• Train new hires, and conduct “refresh” training for existing technology/Process to FST’s.
• Serve as a level 2 support source for troubleshooting technical issues.
• Participate in Lowe’s team/staff meetings.
• Responsible for assisting with the creation of technical and procedural support documents for the 
• FST team. 
• 40-hour work week mandatory.

Skills & Qualifications

• Driver's License (Required).
• CompTIA A+ (Required).
• Must have cat6 cabling experience.
• Must have fluency in fiber optic termination and troubleshooting.
• An understanding of WAN circuits, including SDWAN, MPLS, LTE, 5G. 
• Candidate must have 2+ years of field service experience.
• Net+ CompTIA certification preferred.
• Cash recycler repair experience is highly preferred.

Wage Range:
The hourly rate for this position is between $28.00 - $30.00 per hour, unless the local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements:  medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.  More detailed information can be found here.
 
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Employment Opportunity: Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

Work Authorization: Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

AI Usage: Please note, artificial intelligence (AI) may be used to screen and/or assess applicants for this position but will not be used to substantially replace human decision making regarding this position.
Arizona Applicants: TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE. 
 
California Residents: PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE.  
 
We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.
 
Maryland Applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
 
Massachusetts Applicants: IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT.  AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY. 
 
Rhode Island Applicants: THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

On-Camera Video Interview Notice:

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.