Field Service Technician - Avenal State Prison

Position: Field Service Technician I - Avenal State Prison
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 tabletcustomers 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 requiredequipment 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 andresponsibly.

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

Communicates with dispatchers to receive work assignments and providesdispatchers 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 Securusproducts & services

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

Maintains inventory of equipment and tools

Manages and maintains assigned company inventories and assets (tool, vehicle,parts inventory, laptop etc.)Knowledge, Skills, and Abilities Ability to understand the customer’s service needs for various facilities and workto 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 highestwork quality.

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

Demonstrated experience in determining alternatives to escalationsdeciding when assistance is needed in dealing with the various problemsreported.

Timely responses to requests from management and customers via phone, e-mailand/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 issuesconcurrently.

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 andvideo 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 25 pounds.
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