Field Service Technician I

About the Role

The Field Service Technician I is responsible for traveling to various facilities to maintain, repair, and resolve issues on all company products, features, and equipment. This role can serve as an onsite, hybrid, or roving technician providing both technical and administrative support to customers. The role provides support to tablet customers by administering programs and ensuring tablets are fully utilized.

Key Responsibilities

• Serve as the primary representative between on-site facility personnel, Account Management, and other company personnel.
• Set up and maintain individual tablets.
• Repair phones, kiosks, video terminals, WAP’s, tablets, and other required equipment within correctional facilities within the assigned area.
• Provide technical support and troubleshoot issues with tablets.
• Ensure security measures are in place to prevent misuse of equipment.
• Assist with software updates and installations on tablets.
• Manage user accounts and access permissions on tablets.
• Collaborate with other staff members to coordinate tablet usage.
• Train incarcerated individuals on how to use tablets effectively.
• Maintain inventory and ensure extra or damaged inventory is returned for multiple sites.
• Communicate with dispatchers to receive work assignments and provide estimated times of arrival and departure.
• Troubleshoot situations where standard procedures have failed in isolating or resolving problems, interfacing with multiple departments for problem resolution.
• Assist in educating and training Securus customers, providing information to technical support, and following direction given on Securus products & services.
• Provide administrative services on an as-needed basis or when dedicated to a particular customer: data entry including PIN/PAN, blocks/unblocks, customer reporting, training, providing CDR reports, assisting with video visitation, and burning recordings and/or video to CD/DVD per subpoena.
• Testify in court when required.
• Maintain inventory of equipment and tools.
• Manage and maintain assigned company inventories and assets (tool, vehicle, parts inventory, laptop, etc.).

Requirements & Tech Stack

• Ability to understand customer service needs for various facilities and work to improve the operation of their facility regarding all company products such as: Offender Calling System, Video Visitation, Kiosk, and/or Tablets.
• Ability to work all tasks to completion with a high sense of urgency and the highest work ethic.
• Ability to quickly learn company products, features, and equipment.
• Demonstrated experience in determining alternatives to escalations and deciding when assistance is needed when dealing with various problems reported.
• Timely responses to requests from management and customers via phone, e-mail, and/or text.
• Adhere to Field Service Standards and all Company policies.
• Self-starter, able to self-train on communications-based products.
• Excellent ability at multi-tasking, setting priorities, and tracking issues.
• Strong communication skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
• Ability to learn how to perform minor repairs and troubleshooting on telephone and video visitation systems and pass skills tests accordingly.
• Experience working with Windows OS and Microsoft Office Suite.
• Prior experience using small hand tools to repair electronics.

Qualifications

• High school diploma or GED.
• Demonstrated ability to work in difficult environments (e.g., corrections).
• Installation, repair, and maintenance of telecom and networking equipment.
• Previous experience working in a law enforcement or correctional environment.

Physical Requirements

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 45 pounds.

Compensation & Benefits

• $22.36 - $25.49/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits