Field Service Technician, Dayton OH

Forerunner Technologies•Dayton, OH

About The Position

The Field Service Technician diagnoses and resolves technical issues involving phone systems, network and data equipment, and related products. The role performs a range of work from basic repairs to full installations, often with little or no supervision, and requires strong communication, customer service, project management, computer, and organizational skills. The technician participates in on-the-job training and maintains working knowledge of equipment. Daily travel is required, with occasional overnight travel possible. The technician must be available for on-call duty after normal business hours, and nighttime service, installation, and maintenance work is expected. The role also requires hand and finger dexterity, good eyesight, and the ability to distinguish colors.

Requirements

3–5 years of related telecommunications experience.
Basic knowledge of VoIP, networks, and data.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively with customers or fellow employees when resolving trouble reports.
Ability to work independently with minimal guidance and maintain a sense of urgency for customer-impacting issues.
Ability to sit or stand for extended periods, lift up to 50 pounds, and perform other basic physical demands of the position.
Good communication, technical, customer service, project management, computer, and organizational skills.
Familiarity with a variety of phone systems, network equipment, and data equipment.
Ability to perform service, installation, and maintenance work with little or no supervision.
Hand and finger dexterity, good eyesight, and ability to determine colors.
Availability for after-hours on-call duty and expected nighttime work.

Nice To Haves

Experience with SV9500, UM8700, and MA4000.

Responsibilities

Install, maintain, and troubleshoot Key and PABX phone systems.
Install, maintain, and troubleshoot voicemail and call center products.
Test, troubleshoot, cut over, and turn up phone lines, PRIs, voice and data T-1s, trunks, and integrated circuits.
Troubleshoot telephone system hardware and software, voicemail, telephone sets, and feature issues both on site and remotely.
Install and test cables.
Establish service by studying equipment requirements, researching documentation, ordering and gathering components and parts, completing installations, and performing acceptance tests.
Maintain customer rapport by discussing issues, providing technical support, identifying solutions, suggesting improved methods and techniques, and recommending system improvements.
Provide corrective actions for Trouble Tickets and assist the Technical Assistance Center (TAC) as required.
At customer premises, identify the demarc, pretest and install IAD, and perform loop testing.
Assist remote centers with hosted IP-PBX and managed services testing and turn-up at customer premises.
Protect confidential information and observe and participate in vehicle and office safety programs.
Maintain company equipment in operational condition at all times.
Adhere to scheduled order completion and maintenance time frames.