Field Service Technician I

Aventiv Technologies•GOLDEN VALLEY, AZ

8d•$22 - $25

About The Position

The Field Service Technician I travels to various facilities to maintain and repair company products, features, and equipment and resolve related issues. The role may provide onsite, hybrid, or roving 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 personnel. Duties include configuring and maintaining user tablets; repairing and troubleshooting phones, kiosks, video terminals, wireless access points, tablets, and other equipment in correctional facilities; supporting software updates, user accounts, access permissions, and security measures; training incarcerated individuals and customers; and coordinating tablet use with staff. The role also manages equipment, tools, parts, vehicle, and other assigned inventory across multiple sites; communicates assignments and arrival/departure estimates with dispatchers; and works across departments to resolve problems. As needed, the technician may provide administrative services such as data entry, account blocks and unblocks, customer reporting, training, CDR reports, video-visitation support, and preparing recordings for subpoena-related use, including testifying in court when required.

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 support operations involving company products such as Offender Calling System, Video Visitation, kiosks, and tablets.
Ability to quickly learn company products, features, and equipment.
Demonstrated ability to identify alternatives to escalation and determine when assistance is needed to address reported problems.
Self-starting approach and 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 corresponding skills test.
Ability to travel to various facilities as required by the role.

Nice To Haves

Installation, repair, and maintenance experience with 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 within assigned correctional facilities.
Provide technical support and troubleshoot tablet issues.
Ensure security measures are in place to prevent tablet misuse.
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 excess or damaged inventory is returned across multiple sites.
Receive work assignments from dispatchers and provide estimated arrival and departure information.
Troubleshoot problems when standard procedures do not resolve them, interfacing 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, PIN/PAN administration, blocks and unblocks, customer reporting, training, CDR reports, video-visitation assistance, and preparing recordings on CD/DVD per subpoena; 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.
Complete work with urgency and high quality, respond to management and customer requests in a timely manner, and adhere to Field Service Standards and company policies.