Field Service Technician I

Job Title

Field Service Technician I

Job Description

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Job Purpose: The Field Service Technician I is responsible for traveling to various facilities to maintain, repair and resolve issues on all company products, features and equipment. This role can serve as an onsite, hybrid or roving technician providing both technical and administrative support to our customers. Provides support to our tablet customers by administering programs and ensuring tablets are fully utilized.

Essential Duties

Primary representative between on-site facility personnel, Account Management & other company personnel.

Setting up and maintaining individual tablets for users.

Repairs phones, kiosk, video terminals, WAP's, tablets and other required equipment within correctional facilities within assigned area.

Providing technical support and troubleshooting issues with tablets

Ensuring security measures are in place to prevent misuse of the tablets.

Assisting with software updates and installations on the tablets

Managing user accounts and access permissions on the tablets

Collaborating with other staff members to coordinate tablet usage schedules.

Training incarcerated individuals on how to use the tablets effectively and responsibly.

Responsible for maintaining inventory and ensuring extra inventory or damaged inventory is returned for multiple sites.

Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information

Troubleshoot situations where standard procedures have failed in isolating or resolving problems while interfacing with multiple departments for problem resolution

Required to assist in educating and training Securus customers, providing information to technical support and following direction given on Securus products & services

Provide administrative services on as needed basis or when dedicated to a particular customer: data entry including PIN/PAN, blocks/unblocks, customer reporting, training, providing CDR reports, assisting with video visitation and burning recordings and/or video to CD/DVD per subpoena and testifying in court when required

Maintains inventory of equipment and tools

Manages and maintains assigned company inventories and assets (tool, vehicle, parts inventory, laptop etc.)

Knowledge, Skills, & Abilities

Ability to understand the customer's service needs for various facilities and work to improve the operation of their facility regarding all company products such as: Offender Calling System, Video Visitation, Kiosk and/or Tablets.

Ability to work all tasks to completion with a high sense of urgency and the highest work quality.

Must have the ability to quickly learn company products, features and equipment.

Demonstrated experience in determining alternatives to escalations deciding when assistance is needed in dealing with the various problems reported.

Timely responses to requests from management and customers via phone, e-mail and/or with reporting.

Adhere to Field Service Standards and all Company policies.

Self-starting, able to self-train on communications-based product lines.

Excellent ability at multi-tasking, setting priorities and tracking issues concurrently.

Strong communications skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians and management.

Ability to learn how to do minor repairs and troubleshooting on telephone and video visitation systems and pass skills test accordingly.

Minimum Qualifications

High school diploma or GED

Demonstrated ability to work in difficult environments e.g. corrections

Experience working with Windows OS, and Microsoft office.

Preferred Qualifications

Installation, repair and maintenance of telecom and networking devices.

Prior experience using small hand tools to repair electronics

Previous experience working in law enforcement or correctional environment

Physical Requirements

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 45 pounds.

Salary and Benefits

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

$22.36 - $25.49/hr

Health Insurance

401(k)

Disability

Life Insurance

Paid Time Off

Voluntary Benefits

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Equal Employment Policy

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.