Field Service Technician, Brockton MA

Forerunner Technologies, Inc.; Brockton (MA); On-site; USD 48,000 - 72,000; Full time

Job summary

Forerunner Technologies, Inc. is seeking a Field Service Technician to diagnose and repair telecom and data equipment across customer sites. The role requires strong communication, hands-on technical skills, and the ability to install, configure, or repair Key and PABX phone systems and related voicemail/IP services.

The ideal candidate travels daily, may stay overnight occasionally, and supports customers with on-site and remote troubleshooting while maintaining safety and quality standards.

Qualifications

• 3–5 years of related telecommunications experience.
• Basic knowledge of VoIP, networks and data.
• Able to read and interpret documents such as safety rules, operation and maintenance instructions and procedure manuals.
• Able to write routine reports and communicate with customers or colleagues when resolving trouble reports.
• Must be able to work independently with minimal guidance, while maintaining urgency for customer-impact issues.

Responsibilities

• Performs installation, maintenance, and troubleshooting on Key and PABX phone systems.
• Performs installation, maintenance, and troubleshooting on Voicemail and Call Center products.
• Tests and turns up telephone lines, PRI's, voice and data T-1's, trunks, and integrated circuits.
• Troubleshoots telephone system hardware/software, voicemail, and telephone set issues on site and remotely.
• Installs cables and testing.
• Maintains rapport with customers by discussing issues and providing technical support.
• Supports other departments with corrective actions to Trouble Tickets and TAC assistance as required.
• Identifies demarc, pretests and installs IAD and loop testing at customer premises; assists remote centers.

Skills

VoIP knowledge

Networking basics

Troubleshooting

Customer service

Project coordination

Tools

PABX systems

IAD testing equipment

Job description

Description

The Field Service Technician must have good communication and technical skills to effectively diagnose and solve problems. They must be familiar with a variety of phone systems, network and data equipment and be able to perform a wide range of services, from basic repair to full installations with little or no supervision. They must be team players and have good customer service and project management skills to ensure that the customer’s equipment is configured, programmed, or repaired according to the customer’s needs. Field Service Technicians must also possess good computer and organizational skills. They will also participate in the on-the-job training program and maintain a working knowledge of all equipment. They also need hand and finger dexterity and good eyesight with the ability to determine colors. This position requires daily travel, with some overnight travel possible on occasion. He or she must be available to be on call after normal business hours and perform service, installation and maintenance work during nighttime hours is expected.

The Field Service Technician must have good communication and technical skills to effectively diagnose and solve problems. They must be familiar with a variety of phone systems, network and data equipment and be able to perform a wide range of services, from basic repair to full installations with little or no supervision. They must be team players and have good customer service and project management skills to ensure that the customer’s equipment is configured, programmed, or repaired according to the customer’s needs. Field Service Technicians must also possess good computer and organizational skills. They will also participate in the on-the-job training program and maintain a working knowledge of all equipment. They also need hand and finger dexterity and good eyesight with the ability to determine colors. This position requires daily travel, with some overnight travel possible on occasion. He or she must be available to be on call after normal business hours and perform service, installation and maintenance work during nighttime hours is expected.

Requirements

• Performs installation, maintenance, and troubleshooting on Key and PABX phone systems
• Perform installation, maintenance, and troubleshooting on Voicemail and Call Center products
• Utilizes thorough knowledge and experience, testing, troubleshooting, cutting over, and turning up of phone lines, PRI's, voice and data T-1's, Trunks, and integrated circuits
• Troubleshoot telephone system hardware/software, voicemail, and telephone set and feature issues on site and remotely
• Install cables and testing
• Establishes service by studying equipment requirements; researching documentation, ordering and gathering components and parts; completing installation; performing acceptance tests
• Maintains rapport with customers by discussing issues; providing technical support; identifying solutions; suggesting improved methods and techniques; recommending system improvements
• Supports other departments by providing corrective actions to Trouble Tickets, assist the Technical Assistance Center (TAC) as required
• At customer premises locations identify demarc, pretest and install IAD and loop testing. Assist remote centers with hosted IP-PBX/managed services test and turn up to customer premise
• Protect confidential information, observe and participate in vehicle and office safety programs
• Responsible and accountable for maintaining all company equipment to be operational at all times
• Adhere to scheduled order completion and maintenance time frames.

• 3 -5 years of related telecommunications experience
• Basic knowledge of VoIP, networks and data
• Able to read and interpret documents such as safety rules, operation and maintenance instructions and procedure manuals.
• Able to write routine reports and correspondence as well as speak effectively to customers or fellow employees when resolving trouble reports.
• Must be able to work independently with minimal guidance, while focusing on a sense of urgency for customer impacting issues.
• Must be able to sit or stand for extended periods of time, lift up to 50 lbs. and perform other basic physical demands of the position as needed.
• SV9500, UM8700 and MA4000 Experience