MI - Field Service Technician
About The Position
The Field Service Technician provides customer service and technical support for inmate technology systems at correctional facilities in the assigned region, including inmate phones, video visitation systems, tablets, and related telecommunications equipment. The role includes troubleshooting, installation, repair, maintenance, system support, and data entry as needed. The technician works independently across assigned facilities and communicates regularly with correctional personnel, customer contacts, vendors, and contractors to resolve issues and maintain service quality. The position operates in jail and prison environments and requires compliance with stringent company and facility security guidelines. It involves daily travel to customer sites throughout the assigned area, with possible overnight trips, and may require scheduled or unscheduled overtime and after-hours callouts. The technician may provide onsite instruction and training to facility personnel and will review account performance, facility issues, and outstanding tasks with the Account Manager, Director of Operations/state manager, or FSM.
Requirements
- At least 2 years of telecommunications experience, including installation, repair, and troubleshooting of inmate communication systems such as inmate telephones, video visitation systems, TTY or VRS units, and Wi-Fi/access points.
- At least 2 years of computer or network installation and repair experience.
- High school diploma or GED.
- Strong organizational, interpersonal, presentation, and communication skills.
- Exceptional customer service skills.
- Basic computer skills.
- Ability to work independently in correctional facilities and interact with customers, employees, and partners.
- Ability and willingness to travel daily throughout the assigned geographical area; overnight travel may be required.
- Ability and willingness to work scheduled or unscheduled overtime and after-hours callouts.
- Ability to consistently pass criminal background screens.
- Ability to comply with company and correctional facility guidelines and security requirements.
- Ability to safely drive a company or personal vehicle to customer facilities.
Nice To Haves
- Some college coursework.
- Experience with VLANs and advanced network configurations.
- Knowledge of telecommunications and VoIP.
- Telecommunications wiring experience, computer maintenance and repair experience, general mechanical aptitude, and familiarity with software applications.
Responsibilities
- Troubleshoot, correct, service, and maintain inmate technology systems, including basic telephone repair and maintenance.
- Troubleshoot hardware, identify problems, collect relevant data, establish facts, and draw valid conclusions.
- Maintain, repair, and operate telecommunications and networking hardware and software, access points, electronic equipment, and wiring at assigned correctional facilities.
- Troubleshoot telephony and network wiring, including copper, CAT 5/6, and fiber optic cabling; trace and repair or replace damaged wiring; and make repairs on 66-blocks or cutoff switches.
- Meet all service requirements established by the customer contract.
- Build and maintain working relationships with facility personnel and customer contacts.
- Coordinate with correctional personnel, vendors, and contractors to resolve onsite technical problems.
- Manage time and service-related expenses, and deliver timely and effective service resolutions to support system performance and customer satisfaction.
- Provide onsite instruction and training to facility personnel as needed.
- Return damaged or inoperable equipment according to the Return Merchandise Authorization process.
- Troubleshoot tablet functionality, applications, and Wi-Fi connectivity where applicable.
- Safely drive a company or personal vehicle to facilities throughout the assigned state.
- Travel to customer sites daily, with possible overnight trips, and work scheduled or unscheduled overtime and after-hours callouts when required.
- Communicate with the Account Manager, Director of Operations/state manager, and FSM about account performance, facility problems, and tasks requiring attention.
- Follow company and correctional facility guidelines, including stringent security requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
