Operations Specialist – Customer Accounts, Hardware Deployment & Maintenance

Operations Specialist – Customer Accounts, Hardware Deployment & Maintenance

Location
: SLC/Lehi, Utah

Travel
: 30-60% (including short-notice travel as required)

Reports To
:
Head of Field Operations

Company overview

Deploy Surveillance is a leading mobile surveillance provider through delivering end-to-end hardware deployment, repair, and support for our customer accounts. Our fast-paced environment emphasizes reliability, problem-solving, and continuous improvement. We value detail-oriented, adaptable team members who thrive on customer-centric service and field-based execution.

Role summary

The Field Operations Specialist is responsible for end-to-end support of customer accounts from initial camera and account setup and hardware deployment to on-site maintenance, repairs, and ongoing fleet hardware management. The role requires strong organizational skills, technical aptitude, and the ability to manage changing priorities in a dynamic field environment. This position reports to the Head of Field Operations and collaborates with Program Management, Accounting, Production Teams, Logistics, and Account Management teams.

Key

responsibilities Customer account setup and onboarding

• Establish and verify customer profiles, service levels, and access permissions in internal systems.
• Gather and document customer requirements, network settings, site diagrams, and asset lists.
• Coordinate with sales and account management to ensure accurate scope, and service expectations.

Hardware deployment and installation

• Plan, schedule, and execute on-site or remote hardware deployments for mobile surveillance fleets.
• Install, configure, and test surveillance devices, sensors, mounting hardware, power solutions, and networking equipment.
• Ensure deployments meet security, regulatory, and Production guidelines; document configurations and as-built records.

Repairs and preventive maintenance

• Troubleshoot and diagnose hardware faults in the field; perform repairs or coordinate escalations with the Production team.
• Conduct preventive maintenance, inventory checks, and lifecycle management for deployed assets.
• Create and follow service tickets, capturing root cause analysis, corrective actions, and parts usage.

Customer support and service delivery

• Serve as a primary point of contact for field-related customer inquiries related to hardware and deployments.
• Escalate issues as needed with clear Service Level Agreements (SLAs), ensuring timely updates to customers and internal stakeholders.
• Provide hands-on assistance during critical incidents, coordinating with Support team and other Field Service Specialists to restore service quickly.

Fleet hardware management and records

• Maintain accurate records of all deployed hardware, configurations, warranties, and maintenance history.
• Manage asset tagging, inventory reconciliation, and lifecycle planning for customer fleets.
• Generate and maintain documentation, reports, and dashboards for customers and internal teams.

Safety, compliance, and quality

• Adhere to all safety protocols and best practices for field operations.
• Ensure quality control during installations and maintenance activities.
• Report incidents, near-misses, or non-conformances promptly and transparently.

Qualifications and skills

• Experience:
  
  3+ years in field operations, hardware deployment, installation, or related roles (experience in mobile or fleet surveillance a plus).
• Travel readiness: 30-60% travel, including short-notice trips; ability to work flexible hours as needed.
• Technical aptitude:
  Strong working knowledge of AV, networking, power systems, and surveillance hardware; basic IT literacy for configuring devices and entering data accurately.
• Data management:
  Proficient in data entry, asset management, ticketing systems, and CRM tools; excellent attention to detail.
• Problem solving:
  Demonstrated ability to diagnose issues, think critically, and implement effective solutions under time pressure.
• Communication:
  Excellent verbal and written communication; capable of presenting technical information to non-technical stakeholders.
• Organizational skills:
  Self-starter with the ability to manage multiple active projects, prioritize tasks, and meet…