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Field Tech

Store:   Santa Clarita – Headquarters Map

Wage: $25.00 - $32.00

Type: full-time

Description

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.

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Privacy Notice (CCPA)

VALLARTA SUPERMARKETS

NOTICE TO JOB APPLICANTS (1/1/2023)

California Consumer Protection Act (“CCPA”)/California Privacy Rights Act (“CPRA”)

This notice explains to you, pursuant to the California Consumer Protection Act (“CCPA”)/California Privacy Rights Act (“CPRA”), how Vallarta Supermarkets, and related entities, (the Company), may collect your information in relation to your application for potential employment with the Company.

  1. Personal Information

For purposes of this notice, “Personal Information” means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular California resident or household, or as otherwise defined under the CCPA/CPRA, including consumers, employees, and job applicants.

“Personal Information” does not include certain information, including publicly available information lawfully made available from government records, deidentified or aggregate information, or other information excepted under the CCPA/CPRA.

  1. Information We Collect about Applicants

We need you to provide certain information in order for you to complete your application for employment with the Company. The following provides the categories of Personal Information we may collect about applicants as part of the application process, and/or our employees if ultimately hired.

  1. Personal Identifiers. We may collect your name, driver’s license or state identification card number, passport number or other government identification number (including U.S. work authorization number), Social Security information, residence/postal address, email address(es), phone number(s), and other contact information during the application and recruitment process. We may collect your emergency contact information as well. If you are hired, we may collect additional personal identifiers about you to facilitate the employment relationship.
  1. Characteristics of Protected Classifications under California or Federal law. We may collect your age, date of birth, race, ethnicity, sex/gender, and marital status.
  1. Biometric Information. We may collect your fingerprints to facilitate the employment relationship, if you are hired, and required as part of the hiring/employment process.
  1. Professional or Employment-Related Information. Depending on your role/duties with the Company, we may collect information regarding your criminal history, driving history, and credit history as part of our employment background check. We also collect information regarding your professional and employment history and other qualifications you provide in your employment application, including references, skills/abilities, employment goals and expectations, and other related information (if you choose to provide them).
  1. Education Information. We collect information regarding your professional and education history to the extent provided in your resume/application.
  1. Thermal or other Health-Related Information. If you apply in-person or come to our worksite(s) as part of the application process, we may need to take your temperature or other similar information as part of our health protection policies. However, this information is not retained, and will only be obtained if required by law.
  1. Additional Information.  We may gather information about your potential employment with the Company, such as the company location/facility to which you are assigned, position and description of duties, fulltime and part-time status, pay rate, as well as descriptions about your job performance and skills. 
  1. Purposes for Collection of Your Personal Information

We use the above categories of personal information for the following business purpose(s):

  1. To make recruitment and employment decisions, including assessing your application and qualifications for employment with us.
  2. To conduct and verify background checks (where applicable).
  3. If hired, to facilitate onboarding, payroll, benefit, and leave of absence administration
  4. For security purposes.
  5. To obtain and/or maintain insurance policies and coverage.
  6. To comply with applicable federal, state, and local laws and regulations.
  7. To manage workers’ compensation claims and conduct workplace investigations.
  1. Third-Party Collection of Personal Information

The Company may use third-party vendors, such as Alliance Background, to facilitate the application process for applicants. In this process, these third parties may collect an applicant’s personal information and provide it to us for employment decisions.

  1. Additional CCPA/CPRA Disclosures

At this time, the CCPA/CPRA does not afford applicants or employees the right to make requests regarding their Personal Information as it relates to the application and/or employment relationship. This does not affect other rights you may have under other laws.

Further, nothing in this notice restricts the Company’s rights or ability to:

  1. Comply with applicable federal, state, and local laws and regulations.
  2. Meet any other legal obligation, including complying with lawful inquiries, investigations, subpoenas, court orders, or other requirements of applicable lawful authorities.
  3. Exercise its legal rights and defend claims.
  4. Report potentially unlawful activity to appropriate law enforcement and cooperate in any resulting investigation.
  5. Detect and respond to unauthorized activity and security incidents.
  6. Protect against and report potential illegal activity and/or fraud; or
  7. Provide information to our service providers in relation to the above listed purposes, or transfer information as part of a merger, acquisition, or other transfer of some or all of our business to another party.