Field Service Technician I

Aventiv•Sneads, FL

18d•$22 - $25

About The Position

The Field Service Technician I travels to various correctional facilities to maintain, repair, and resolve issues with company products, features, and equipment. The position may serve as an onsite, hybrid, or roving technician, providing 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. Responsibilities include setting up and maintaining tablets, troubleshooting and repairing equipment, supporting customers and users, maintaining inventory and company assets, and coordinating work assignments with dispatchers. Administrative support may include account and data management, reporting, training, video visitation support, and preparing recordings when requested. The role may also require testifying in court.

Requirements

High school diploma or GED.
Demonstrated ability to work in difficult environments, such as correctional facilities.
Experience working with Windows operating systems and Microsoft Office.
Ability to understand customer service needs at various facilities and improve facility operations involving company products, such as Offender Calling System, Video Visitation, kiosks, and tablets.
Ability to complete tasks with urgency and a high standard of work quality.
Ability to quickly learn company products, features, and equipment.
Demonstrated ability to identify alternatives to escalation and determine when assistance is needed to resolve reported problems.
Provide timely responses to management and customers by phone, email, and reporting.
Adhere to Field Service Standards and company policies.
Self-starting and able to self-train on communications-based product lines.
Strong multitasking, prioritization, and issue-tracking skills.
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

Experience installing, repairing, and maintaining 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 tablets for users.
Repair phones, kiosks, video terminals, wireless access points (WAPs), tablets, and other required equipment within assigned correctional facilities.
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 surplus or damaged inventory is returned for multiple sites.
Communicate with dispatchers to receive assignments and provide arrival and departure estimates.
Troubleshoot situations where standard procedures have not resolved problems, 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 dedicated to a customer, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, producing CDR reports, and assisting with video visitation.
Burn recordings or video to CD/DVD in response to subpoenas and 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.