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

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

• Oversee service delivery to over 2,500 client sites by of an average of 38 assigned associates in an eight to nine state region.
• Prioritize and oversee completion of more than 1,000 maintenance, project, and IMAC activities each month.
• Coordinate multiple projects, proactive efforts, maintenance, and new branch install (NBI) activities, adapting and reprioritizing tasks when needed.
• Leverage back-up technicians in accordance with best business practices when geographically feasible.
• Ensure all technicians in assigned region accurately reflect their shift status and availability.
• Prioritize dispatches and communicate quickly and efficiently with field associates.
• Ensure service delays are communicated to appropriate branch personnel, properly documented in assigned tasks, and addressed as soon as a resource is available.
• Review tasks updated by field associates and coach as necessary to ensure completeness and accuracy of ticket details, resolution reason and notes, ticket state, and ticket times.
• Ensure all necessary asset usages are completed accurately and timely.
• Serve as primary liaison between branch associates, field technicians and home office associates.
• Serve as first level escalation for personnel and service issues by providing coaching, seeking solutions, and eliminating roadblocks.
• Ensure release efforts are scheduled and completed according to timelines communicated and direction provided.
• Ensure all contractual maintenance and IMAC activities are scheduled and completed according to SLA's.
• Ensure technicians have all parts, tools and support needed for successful completion of service calls.
• Identify and recommend process improvements that support client and company objectives.
• Assist Regional Manager with operating the region, analyzing regional results, evaluating associate performance, and identifying and implementing improvement opportunities.

Preferred Qualifications

• Always provide excellent customer service.
• Adapt to shifting priorities in an ever-changing work environment.
• Communicate effectively both verbally and in writing.
• Think critically in seeking solutions.
• Handle multiple tasks simultaneously.
• Perform other administrative duties as assigned.

Minimum Qualifications

• Associate degree from an accredited college or university and two or more years of IT or field service experience.