Field Service Technician I

Aventiv Technologies; Abilene (TX); Hybrid; USD 31,000 - 35,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Disability

Life Insurance

Paid Time Off

Voluntary Benefits

Job summary

Aventiv Technologies is seeking a Field Service Technician I to travel to facilities, maintain and repair tablets and related equipment. The role can be onsite, hybrid or roving, providing technical and administrative support and ensuring tablets are fully utilized by customers.

The position requires the ability to train users, maintain inventories, and coordinate with dispatchers. Candidates should have a high school diploma or GED and experience with Windows and Microsoft Office.

Qualifications

• High school diploma or GED.
• Experience working in difficult environments e.g. corrections.
• Experience with Windows OS and Microsoft Office.

Responsibilities

• Act as primary on-site liaison with facility personnel and account teams.
• Set up and maintain tablets for users.
• Repair tablets, phones, kiosks, video terminals, WAPs and related equipment at facilities.
• Provide technical support and troubleshoot tablet issues.
• Maintain security measures to prevent misuse of tablets.

Skills

Customer needs

Urgent work

Product knowledge

Escalation handling

Timely responses

Field standards

Self-motivation

Multitasking

Communication

Minor repairs

Education

High school diploma or GED

Job description

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be! Aventiv Technologies – Where your future awaits - YouTube

Job Purpose: The Field Service Technician I is responsible for traveling to various facilities to maintain, repair and resolve issues on all company products, features and equipment. This role can serve as an onsite, hybrid or roving technician providing both technical and administrative support to our customers. Provides support to our tablet customers by administering programs and ensuring tablets are fully utilized.

Essential Duties

• 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.)

Knowledge, Skills, & Abilities

• 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.

Minimum Qualifications

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

Preferred Qualifications

• 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

Physical Requirements

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 45 pounds.

Salary And Benefits

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $22.36 - $25.49/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy

www.aventiv.com/privacy

Equal Employment Policy

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.