Field Service Representative

VirTra; Chandler (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

VirTra is seeking a Field Service Representative Tier 1 to oversee initial configuration, testing, and on-site installation of VirTra firearm training simulators, plus customer training after install. The role requires rigorous hands-on work, travel, and the ability to document service actions promptly.

You will lead site setups, troubleshoot hardware and software, conduct authoring training, and maintain equipment; travel up to 75% (domestic and international).

Qualifications

• 5+ years of experience with troubleshooting electronics or hardware installation.
• Mid-level PC support or diagnostics.
• Experience with PC Networking.
• Knowledge of Windows OS Troubleshooting (XP, Windows7 & Windows10).
• Experience with Audio/Video equipment.

Responsibilities

• Configure and assemble VirTra products and simulators.
• Test, troubleshoot, and service VirTra products and simulators worldwide.
• Install, update and service VirTra products and simulators.
• Conduct customer training after installation.
• Plan travel and service trips per VirTra policy.
• Submit reports and signoffs within 24 hours of work.

Skills

Installation/technical skills

Windows OS troubleshooting (XP/Win7/10

Manual & power tools

Communication & training

Firearm safety knowledge

Lifting up to 100 lbs

Education

5+ years troubleshooting electronics/ hardware installation

Mid-level PC support or diagnostics

PC Networking experience

Windows OS troubleshooting (XP, Win7, Win10)

Audio/Video equipment experience

Tools

A/V equipment handling

Networking basics

PC hardware assembly

Job description

Position Summary:

The Field Service Representative Tier 1 position is responsible for the initial configuration, testing, and on-site installation of all VirTra firearm training simulator systems. Will provide training to the customer following the simulator installation or when requested. The FSR will conduct Annual Service Trips and Emergency Service Trips as required to support the customer. This position may require up to 75% travel including domestic and international.

Essential Functions:

• Inspection and Inventory of systems for completeness prior to shipment to installation site.
• Configuration and assembly of VirTra products and simulators.
• Testing and troubleshooting of all VirTra products.
• Install, update and service VirTra products and simulators worldwide.
• Conduct Video scenario authoring (IVR-100) training.
• Conduct V-Marksmanship authoring training.
• Ensure customer sites are left in a clean, presentable state before departure.
• Perform simulator training procedures for post-installation customer training.
• Proficiently demonstrate simulators to customers and explain parameters of functionality.
• Master and maintain proficiency with all new, modified, and legacy systems/scenarios.
• Obtain approval/signoff within upon completion of installation and training and submit to VirTra Corporate as soon as possible to document open items or completion of work.
• Submit customer signoffs for all trips performed within 24hrs of completion.
• Responsible for communicating issues to your supervisor on issues that occurred during installation or inability to submit items per procedure or policy in a timely manner.
• Planning, scheduling and booking of travel arrangements per VirTra’s travel policy.
• Perform Pre-Travel communications, including scheduling confirmation with client, then document and upload form to VirTra’s server.
• Management of personally accrued company expenses and monthly expense reports including submission per company policy.
• Time management and logging of daily hours with project/contract codes.
• ISO:9001 processes are to be understood and followed per VirTra’s Quality Management System.
• Maintain the security, upkeep and availability of VirTra provided electronics and equipment.
• Customer support via all communication methods.
• Maintain a professional rapport with customers during installations and after departure from site visits.
• Maintain customer confidence by keeping service information confidential between VirTra and the customer.
• Document service and installation actions by completing forms, reports, logs and records as necessary and in a timely manner.
• Upload all reports, photos and supporting documentation to the VirTra server, CRM or ERP software in a timely manner.
• Technical and miscellaneous support for all other departments within VirTra.
• Performs other duties as assigned and as needed to better the department or company.
• Time management working within a project-based environment.
• Manage and log time worked by project code.

Knowledge, Skills and Abilities:

• Installation/technical skills including knowledge of assembling, testing, and troubleshooting computers (hardware and software), audio/video equipment, and structural equipment.
• Knowledge of and ability to troubleshoot Windows OS platforms (XP, Win7 & Win10).
• Knowledge of basic construction and the ability to use manual and power tools.
• Exemplary communication skills including the ability to teach and train others how to operate complex training systems.
• Passion for, experience with, and in-depth knowledge of firearms is preferred.
• Knowledgeable and capable of teaching firearm safety.
• Ability to follow instructions.
• Capable of lifting up to 100lbs minimum.

Physical Demands:

This is a very physically demanding job which includes stooping, bending, kneeling, crouching, reaching, standing for long periods of time, walking, pushing, pulling, lifting, grasping, hearing, and talking. Will exert up to 100 pounds of force occasionally, up to 50 pounds of force frequently, and up to 20 pounds of force constantly to move objects. Visual acuity including color, depth perception and field of vision is required daily.

Education and Experience:

• 5+ years of experience with troubleshooting electronics or hardware installation.
• Mid-level PC support or diagnostics.
• Experience with PC Networking.
• Knowledge of Windows OS Troubleshooting (XP, Windows7 & Windows10).
• Experience with Audio/Video equipment.

Additional Requirements, if any:

• Work schedule: 7:30 to 4:30, Monday – Friday (in office).
• Work schedule: Fluctuating, Sunday – Saturday (on travel).
• Active and valid State Driver’s License at all times with a no major violations on record.
• Minimum age requirement 25 Years of age or above.
• Ability to obtain and possess a valid Passport.
• Pre-employment Drug Test required.
• Pre-employment Background Check required.

VirTra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.