Field Tech

Title: IT Field Technician

Classification: Non-Exempt

Reports to: IT Customer Support and Operations Manager

JOB DESCRIPTION

Position Summary:

The IT Field Technician provides onsite technical support to Vallarta Supermarkets store locations, specializing in Point-of-Sale (POS) systems, computer hardware, and store technology infrastructure. This role requires a self-starter with strong technical troubleshooting skills, excellent customer service, and the ability to work in a fast-paced retail environment.

Technicians perform hardware replacements, preventative maintenance, vendor coordination, PCI compliance inspections, and warranty exchanges. The position requires extensive travel within the assigned area, flexible work hours, and maintaining a small inventory of IT equipment and parts. The goal of this role is to deliver reliable, high-quality service that supports store operations and upholds Vallarta Supermarkets' core values.

ESSENTIAL JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES :

Onsite Technical Support :

• Provide onsite service and customer support during field visits or dispatches.
• Install, repair, and maintain store technology systems and equipment.
• Troubleshoot POS systems (Encor & Aloha), networking issues, telephony (PBX/VOIP), virtual servers, scales, printers, workstations, and other store devices.
• Diagnose technical problems and determine appropriate solutions.
• Complete detailed service reports for all onsite work.

Hardware Replacement & Warranty Coordination :

• Perform hardware replacements for POS terminals, printers, pin pads, scanners, network devices, phones, scales, and other equipment.
• Identify equipment under warranty and coordinate RMA processes with vendors.
• Track warranty exchanges and install replacement hardware upon arrival.
• Maintain accurate inventory of assigned equipment and replacement parts.

Preventative Maintenance:

• Perform scheduled preventive maintenance on store systems and equipment.
• Conduct inspections after vendors complete preventative maintenance to ensure work meets company standards.
• Document deficiencies and escalate issues to the Field Tech Lead as needed.

Compliance & Inspections:

• Perform PCI pinpad inspections, including serial verification, tamper checks, and compliance documentation.
• Ensure all pinpads meet PCI security requirements and report any irregularities immediately.

Escalation & Vendor Coordination:

• Escalate issues requiring data line replacement, camera access requiring lifts, or specialized vendor support.
• Coordinate with the Field Tech Lead and Helpdesk to ensure proper routing of issues.
• Communicate clearly and professionally with store teams, vendors, and internal IT staff.

Documentation & Reporting:

• Document all work performed, including troubleshooting steps, findings, parts used, and resolution details.
• Maintain accurate logs for mileage, expenses, and inventory.
• Submit monthly mileage and expense reports for work-related travel and supplies.

Customer Service:

• Build positive relationships with store teams and provide clear, professional communication.
• Understand customer needs and provide appropriate recommendations or briefings.
• Represent the IT department with professionalism and courtesy at all times.

Travel & Vehicle Use:

• Drive personal vehicles to store locations as required.
• Maintain safe and reliable transportation.
• Provide valid driver's license and proof of auto insurance.
• Track mileage for all work-related travel and submit monthly for reimbursement.

Knowledge and Skills:

• Strong troubleshooting skills across hardware, software, and networking.
• Ability to test, repair, and service technical equipment.
• Ability to meet customer service level agreements (SLAs).
• Strong communication skills with both technical and non-technical users.
• Ability to coordinate issues with the correct internal or external teams.
• Ability to manage personal inventory and maintain proper stock levels.
• Must be able to work flexible hours based on call volume and operational needs.

Required Education and Experience:

• 1-3 years of IT support or field service experience.
• Strong troubleshooting skills across hardware, software, and networking.
• Basic understanding of POS systems, PBX/VOIP, and virtual server environments.
• Ability to use network diagnostic tools and software.
• Valid driver's license and reliable personal vehicle.
• Strong communication and customer service skills.
• Ability to lift up to 60 lbs. and work on ladders or lifts when required.

Certifications:

• • Scale Certification (company-paid).
  • A+ Certification preferred.
  • Additional POS or networking certifications are a plus.

Preferred Experience:

• Experience with Encor, Aloha, or similar POS systems.
• Experience with Hobart scale calibration.
• Familiarity with PCI compliance requirements.
• Previous retail or grocery store experience.

Position Type/Expected Hours of Work

Monday - Sunday, (flexible schedule) must be able to work weekends and holidays as needed.


Physical Demands

• Must be able to lift up to 60 lbs. , always using the buddy system or proper lifting tools.
• Standing, walking, bending, and working in tight spaces.
• Ability to work on ladders or elevated areas when required.

This job description is not intended to be all-inclusive, and employees may perform other duties as directed. All employees are expected to perform any reasonable task or request that is consistent with fulfilling company goals and objectives.