Field Service Technician I

Aventiv Technologies; Bangor (ME); Hybrid; USD 30,803 - 35,115; Full time

Benefits offered by this job

Health Insurance

401(k)

Paid Time Off

Job summary

Aventiv Technologies is seeking a Field Service Technician I in Bangor, Maine. The role involves traveling to various facilities to maintain and repair company products, such as tablets, while providing technical support. This position allows for onsite, hybrid, or roving work, ensuring customer satisfaction through effective training and troubleshooting.

Candidates should possess a high school diploma and demonstrate strong communication skills. Compensation ranges from $22.36 to $25.49 per hour, along with benefits like health insurance and 401(k).

Qualifications

• Ability to work in difficult environments such as corrections.
• Experience with telecom and networking equipment installation and maintenance.
• Ability to learn quickly about company products and features.

Responsibilities

• Maintain and repair all company products and equipment.
• Provide technical support and troubleshoot tablet issues.
• Train users on tablet functions effectively.

Skills

Understanding customer service needs

Multi-tasking

Communication skills

Self-starting and self-training

Education

High school diploma or GED

Tools

Windows OS

Microsoft Office

Small hand tools for repairs

Job description

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.
• Repairs phones, kiosk, video terminals, WAPs, 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 equipment.
• 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.
• Training incarcerated individuals on how to use the tablets effectively.
• 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, And 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 standards.
• Must have the ability to quickly learn company products, features and systems.
• Demonstrated experience in determining alternatives to escalations and 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 other communication channels.
• Adhere to Field Service Standards and all Company policies.
• Self‑starting, able to self‑train on communications‑based product.
• Excellent ability at multi‑tasking, setting priorities and tracking issues.
• 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 such as corrections.
• Experience working with Windows OS, and Microsoft Office.

Preferred Qualifications

• Installation, repair and maintenance of telecom and networking equipment.
• 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

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

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, 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.