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. Provides support to tablet customers by administering programs and ensuring tablets are fully utilized.

Key Responsibilities

• Primary representative between on-site facility personnel, Account Management, and other company personnel.
• Setting up and maintaining individual tablets for users.
• Repairs phones, kiosks, video terminals, WAPs, tablets, and other required equipment within correctional facilities within the assigned area.
• Providing technical support and troubleshooting issues with tablets.
• Ensuring security measures are in place to prevent misuse of the tablets.
• Assisting with software updates and installations on the tablets.
• Managing user accounts and access permissions on the tablets.
• Collaborating with other staff members to coordinate tablet usage schedules.
• Training incarcerated individuals on how to use the tablets effectively and responsibly.
• Responsible for maintaining inventory and ensuring extra or damaged inventory is returned for multiple sites.
• Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information.
• Troubleshoots situations where standard procedures have failed in isolating or resolving problems while interfacing with multiple departments for problem resolution.
• Assists in educating and training Securus customers, providing information to technical support, and following direction given on Securus products & services.
• Provides 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 and testifying in court when required.
• Maintains inventory of equipment and tools.
• Manages and maintains assigned company inventories and assets (tool, vehicle, parts inventory, laptop, etc.).

Knowledge, Skills, & Abilities

• Ability to understand customer service needs for various facilities and work to improve facility operations regarding all company products (Offender Calling System, Video Visitation, Kiosk, Tablets).
• Ability to work all tasks to completion with a high sense of urgency and the highest work quality.
• Ability to quickly learn company products, features, and equipment.
• Demonstrated experience in determining alternatives to escalations and deciding when assistance is needed in dealing with reported problems.
• Timely responses to requests from management and customers via phone, e-mail, and/or with reporting.
• Adhere to Field Service Standards and all Company policies.
• Self-starting, able to self-train on communications-based product lines.
• Excellent ability at multi-tasking, setting priorities, and tracking issues concurrently.
• Strong communications skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
• Ability to learn how to do minor repairs and troubleshooting on telephone and video visitation systems and pass skills tests accordingly.

Requirements & Tech Stack

• Windows OS
• Microsoft Office

Qualifications

• High school diploma or GED
• Demonstrated ability to work in difficult environments (e.g., corrections).
• Installation, repair, and maintenance of telecom and networking devices (Preferred)
• Prior experience using small hand tools to repair electronics (Preferred)
• Previous experience working in a law enforcement or correctional environment (Preferred)

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.

Salary and Benefits

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