Field Service Technician I - Temporary - CHCF - Stockton, CA

SPECIAL ORDER SYSTEMS INC • Stockton, KS

6d • $22 - $25 • Onsite

About The Position

The Field Service Technician I travels to various facilities to maintain, repair, and resolve issues with company products, features, and equipment. The role may be onsite or roving and provides technical and administrative support to customers, including support for tablet programs and ensuring tablets are fully utilized. The position serves as a primary representative between facility personnel, Account Management, and other company staff, and supports equipment and services at correctional facilities within the assigned area.

Requirements

• High school diploma or GED.
• Demonstrated ability to work in difficult environments, such as correctional facilities.
• Experience working with Windows OS and Microsoft Office.
• Ability to understand customer service needs across facilities and help improve operations involving company products, including offender calling systems, video visitation, kiosks, and tablets.
• Ability to complete tasks with urgency and high work quality.
• Ability to quickly learn company products, features, and equipment.
• Experience determining alternatives to escalation and knowing when assistance is needed to resolve reported problems.
• Respond promptly to requests from management and customers by phone, email, or reporting.
• Adhere to Field Service Standards and company policies.
• Be self-starting and able to self-train on communications-based product lines.
• Strong multitasking, prioritization, and concurrent issue-tracking abilities.
• Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
• Ability to learn minor repairs and troubleshooting on telephone and video visitation systems and pass the associated skills test.
• Ability to perform the listed physical activities, including standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, and typing.

Nice To Haves

• Experience installing, repairing, and maintaining telecom and networking devices.
• Prior experience using small hand tools to repair electronics.
• Previous experience working in law enforcement or a correctional environment.

Responsibilities

• Serve as the primary representative between on-site facility personnel, Account Management, and other company personnel.
• Set up and maintain individual tablets for users.
• Repair phones, kiosks, video terminals, WAPs, tablets, and other required equipment in correctional facilities within the assigned area.
• Provide technical support and troubleshoot tablet issues.
• Ensure security measures are in place to prevent misuse of tablets.
• Assist with tablet software updates and installations.
• Manage tablet user accounts and access permissions.
• Coordinate tablet usage schedules with other staff members.
• Train incarcerated individuals to use tablets effectively and responsibly.
• Maintain inventory and ensure extra or damaged inventory is returned for multiple sites.
• Communicate with dispatchers to receive work assignments and provide estimated arrival and departure times.
• Troubleshoot problems that standard procedures have not resolved, coordinating with multiple departments as needed.
• Educate and train Securus customers, provide information to technical support, and follow directions related to Securus products and services.
• Provide administrative services as needed or when assigned to a particular customer, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, preparing CDR reports, assisting with video visitation, and burning recordings or video to CD/DVD in response to subpoenas; testify in court when required.
• Maintain equipment and tool inventory.
• Manage and maintain assigned company inventories and assets, including tools, vehicles, parts inventory, and laptops.

Benefits

• Medical insurance, with coverage available beginning the first day of the month after 60 days of hire.
• Dental insurance, with coverage available beginning the first day of the month after 60 days of hire.
• Vision insurance, with coverage available beginning the first day of the month after 60 days of hire.
• Collaborative work environment.
• Training reimbursement and personal development.
• Paid vacation accruing from the first day of hire.
• Holidays and personal/sick days.
• 401(k) with company matching.
• Company-sponsored life insurance and AD&D, with additional coverage available for employees and their spouses and children.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED