Field Service Phone Technician - Remote - Fort Worth
About The Position
This is a role that requires our Field Service Phone Technician to guide field technicians, national installers and customers through installations and troubleshooting of DRN LPR systems. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly and timely. Provide excellent customer service to Technicians, new and existing customers by independently troubleshooting, Guiding through installation, repairing and supporting customers on software and equipment such as, mobile and fixed cameras, solar panels, communication boxes.
Requirements
- One year in IT/ITHelp Desk or A+ certification
- Must be able to pass a background check
- High School Diploma or equivalent required
- Proficient in Google Suite OR Microsoft Office Suite
- You must be able to lift and operate 25 - 50 lbs
Responsibilities
- Monitor camera systems daily and notify Strategic Account Managers (SAM's) when systems experience issues.
- Answer phone calls from technicians and customers, focusing on the installation and troubleshooting of LPR systems.
- Test systems before deployment to ensure they are working correctly.
- Ensure the timely and accurate setup of all systems.
- Provide courteous and knowledgeable troubleshooting support via phone, email, or in person, including but not limited to Systems Support, Installation, and Servicing.
- Work with sales, SAM's, project managers, and development to respond to and resolve all client concerns.
- Utilize virtual site visits and installation instructions to guide technicians through the installation process, and confirm proper setup using the ClientPortal to verify inbound detections.
- Document completion dates for installations.
- Communicate issues found in the field effectively with thorough descriptions for development debugging.
- Maintain a log of customer interactions, customer requests, and completed tasks for client and customer tracking.
- Regularly update shared documents regarding training material, customer requests, and completed tasks for learning purposes
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
