Field Service Technician I

Aventiv•Golden Valley, AZ

8d•$22 - $25

About The Position

The Field Service Technician I travels to facilities to maintain, repair, and resolve issues involving company products, features, and equipment. The role may be onsite, hybrid, or roving, and provides technical and administrative support to customers. It also supports tablet customers by administering programs and helping ensure tablets are fully utilized. The technician serves as a primary representative between facility personnel, Account Management, and other company staff. Work includes setting up and maintaining tablets, troubleshooting and repairing devices and systems, supporting software updates and account access, maintaining security measures, training users, coordinating usage, and managing equipment and inventory. The technician also communicates with dispatchers about assignments and arrival and departure estimates, and works across departments to resolve problems. As needed, the position provides administrative support such as data entry, customer reporting, training, producing CDR reports, assisting with video visitation, preparing recordings on CD/DVD in response to subpoenas, and testifying in court when required. The role requires work in correctional facilities and may involve lifting up to 45 pounds.

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 facility operations involving company products, including Offender Calling System, Video Visitation, kiosks, and tablets.
Ability to complete tasks with urgency and high work quality.
Ability to learn company products, features, and equipment quickly.
Experience determining alternatives to escalation and knowing when assistance is needed to resolve reported problems.
Timely responses to management and customer requests by phone, email, and reporting.
Ability to self-train on communications-based product lines.
Ability to multitask, set priorities, and track concurrent issues.
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; may be required to lift up to 45 pounds.

Nice To Haves

Installation, repair, and maintenance experience with telecommunications 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 user tablets.
Repair phones, kiosks, video terminals, WAPs, tablets, and other required equipment at 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 arrange return of extra or damaged inventory from multiple sites.
Communicate with dispatchers to receive work assignments and provide estimated arrival and departure information.
Troubleshoot issues that standard procedures have not resolved, coordinating with multiple departments as needed.
Educate and train Securus customers, provide information to technical support, and follow direction regarding Securus products and services.
Provide administrative services as needed or when assigned to a particular customer, including data entry for PIN/PAN and blocks/unblocks, customer reporting, training, and CDR reports.
Assist with video visitation and prepare recordings on CD/DVD in response to subpoenas; testify in court when required.
Maintain an inventory of equipment and tools.
Manage and maintain assigned company inventories and assets, including tools, vehicles, parts inventory, and laptops.
Complete assigned tasks with urgency and high work quality, respond promptly to management and customer requests, and adhere to Field Service Standards and company policies.