Field Service Technician I - Temporary - CA Men's Colony - San Luis Obispo
About The Position
The Field Service Technician I travels to facilities to maintain, repair, and resolve issues with company products, features, and equipment. The role may be based at one facility or roving among facilities, and provides technical and administrative support to customers. The technician also supports tablet customers by administering programs and helping ensure tablets are fully utilized. The position serves as a primary representative between facility personnel, Account Management, and other company staff. Work includes setting up and maintaining user tablets; repairing phones, kiosks, video terminals, wireless access points, tablets, and other equipment at correctional facilities; troubleshooting technical issues; supporting software updates and installations; managing accounts and access permissions; and training incarcerated individuals in responsible tablet use. The technician maintains inventory and assets, coordinates assignments and arrival/departure estimates with dispatchers, and works across departments to resolve issues. The technician may also educate and train customers on company products and services and provide administrative support such as data entry, customer reporting, training, producing call detail records, assisting with video visitation, preparing recordings on CD/DVD in response to subpoenas, and testifying in court when required. The role requires completing work with urgency and quality, learning company products and procedures, responding promptly to management and customer requests, and adhering to field service standards and company policies.
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 work to improve facility operations involving company products.
- 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 recognizing when assistance is needed to address reported problems.
- 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, 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 stated physical activities and lift up to 25 pounds when required.
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 user tablets.
- Repair phones, kiosks, video terminals, wireless access points, tablets, and other required equipment at correctional facilities in 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 staff members.
- Train incarcerated individuals to use tablets effectively and responsibly.
- Maintain inventory and arrange for extra or damaged inventory to be returned across multiple sites.
- Communicate with dispatchers to receive 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 customers on company products and services, provide information to technical support, and follow direction regarding products and services.
- Provide administrative services as needed, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, preparing CDR reports, assisting with video visitation, preparing recordings on CD/DVD per subpoena, and testifying in court when required.
- Maintain equipment and tools inventory and manage assigned company assets, including tools, vehicles, parts inventory, and laptops.
- Respond promptly to management and customer requests by phone, email, or reporting.
- Adhere to Field Service Standards and company policies.
Benefits
- Medical insurance, available starting the first day of the month after 60 days of hire.
- Dental insurance, available starting the first day of the month after 60 days of hire.
- Vision insurance, available starting 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 program.
- Company-sponsored life insurance and AD&D, with further available coverage for the employee, spouse, and children.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
