Lead Field Service Specialist

Important:
This position requires 100% travel throughout the United States. Employees work onsite at customer facilities performing installation projects and can expect assignments lasting 3 to 6 consecutive weeks before returning home for a scheduled break. Candidates must be comfortable with extensive travel and overnight stays.

Company Vehicle Provided

Job Purpose: The Lead Field Services Technician oversees the installation, maintenance, and troubleshooting of Securus Technologies' products and services across correctional facilities nationwide. This role leads field teams, ensures compliance with industry and company standards, and serves as a subject matter expert (SME) in telecommunications, networking, and electronic systems. The Lead Technician mentors junior technicians, manages complex installations, and acts as a liaison between field operations and internal departments.

• Lead and execute installation, programming, and repair of telecommunications and networking hardware/software, including phones, kiosks, WAPs, tablets, and video terminals.
• Conduct and approve site surveys and BOM engineering; create and review technical diagrams.
• Perform quality assurance audits on internal and contractor installations to ensure compliance.
• Serve as team lead on multi-site deployments and complex service calls.
• Act as SME for field operations, supporting Field Service Managers in resolving escalated issues.
• Collect, analyze, and report operational data and performance metrics.
• Manage company assets including tools, vehicles, inventory, and laptops.
• Interface with internal departments, vendors, and contractors to troubleshoot and resolve issues.
• Train and mentor field service associates; provide technical guidance and product education.
• Travel extensively nationwide for installations and service calls, including long-term assignments.
• Ensure documentation accuracy and compliance with company policies.
• Solve problems independently, elevate when necessary, and contribute to continuous improvement.
• Create As-Built documentation and network designs for completed installations.
• Fill out Job Hazard Assessment (JHA) forms and conduct safety meetings to ensure compliance with safety protocols.
• Conduct team meetings and customer-facing meetings as required to coordinate project execution and resolve issues.
• Perform additional duties as assigned
• Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:

• Expert-level understanding of Securus and JPAY products, systems, and installation standards.
• Advanced skills in conduit installation, copper/fiber cabling, wireless networks, and configuration file management.
• Proven leadership and project management capabilities.
• Strong organizational, planning, and multitasking abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in Windows OS, VOIP, Adtran AOS, Cisco IOS, and wireless technologies.
• Ability to work independently in remote, high-pressure environments.
• Adaptability to change and commitment to continuous learning.
• Familiarity with Microsoft Office Suite, Visio, and Adobe tools.
• Valid driver's license with a clean driving record.
• Willingness to travel up to 100% and submit expense reports per company policy.
• Ability to manage complex tasks and lead teams under pressure.

Minimum Qualifications:

• High school diploma or GED.
• Minimum 5 years of experience in telecom/networking installation, repair, or maintenance.
• At least 2 years in a leadership or advanced technician role (e.g., FST II or equivalent)

Preferred Qualifications:

• BICSI, Cisco (CCNA), Microsoft (A+, N+, MCSE), and Fiber certifications.
• Degree or certification in electronics/electrical or related field.
• Experience in blueprint reading and BOM review/editing.
• Confine…