Field Service Technician I

Aventiv Technologies, LLC; Snyder, Northern (TX, KY); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Aventiv Technologies, LLC is seeking a Field Service Technician I to travel to facilities, repair and support company products from tablets to video terminals. You will set up devices, manage user accounts and coordinate with dispatchers to meet service windows.

The role requires strong troubleshooting, customer communications and a readiness to learn new systems, with on-site, hybrid or roving work as needed. This position offers a competitive salary and benefits based on experience.

Qualifications

• Ability to understand customer service needs across facilities.
• Ability to complete tasks with urgency and accuracy.
• Quickly learn company products, features, and procedures.
• Ability to escalate appropriately and coordinate with teams.

Responsibilities

• Travel to facilities to maintain, repair and resolve issues on company products and equipment.
• Set up and maintain tablets for users and manage accounts/access.
• Troubleshoot tablet-related issues and perform software updates/installations.
• Provide technical support to customers and communicate with dispatchers.

Skills

Customer service

Troubleshooting

Multi-tasking

Communication

Learning quickly

Education

High school diploma or GED

Tools

Windows OS

Microsoft Office

Job description

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

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.

• Primary representative between on-site facility personnel, Account Management & other company personnel.
• Setting up and maintaining individual tablets for
• 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
• 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 and
• 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
• Must have the ability to quickly learn company products, features and
• 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
• Adhere to Field Service Standards and all Company
• 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 g. corrections
• Experience working with Windows OS, and Microsoft

Preferred Qualifications:

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

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.