Field Service Technician I

Aventiv Technologies is a company focused on providing technical support for their products. The Field Service Technician I will travel to various facilities to maintain and repair company products, primarily tablets, while providing technical and administrative support to customers in correctional facilities.

Responsibilities

• 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.)

Skills

• High school diploma or GED
• Demonstrated ability to work in difficult environments e.g. corrections
• Experience working with Windows OS, and Microsoft office
• 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
• 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

Benefits

• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Company Overview

Company H1B Sponsorship