Field Service Technician I - California State Prison Solano - Vacaville, CA

Special Order Systems, Inc.; Vacaville (CA); On-site; USD 30,000 - 34,000; Full time

Job summary

Special Order Systems, Inc. seeks a Field Service Technician I to travel to facilities including California State Prison Solano in Vacaville, CA. You will maintain, repair and resolve issues on tablets, kiosks and related equipment, providing on-site, hybrid or roving support.

You will train users, set up devices, troubleshoot with dispatch, and ensure security and inventory controls. The role requires strong communication, multitasking, and the ability to work in challenging environments.

Qualifications

• Ability to understand the customer’s service needs for various facilities and work to improve operation of products.
• Ability to complete tasks with urgency and high quality, quick learning of products.

Responsibilities

• Travel to facilities to maintain, repair and resolve issues on tablets, kiosks, phones and related equipment.
• Set up and maintain tablets for users and manage user accounts/access permissions.
• Provide technical support, troubleshooting and training to customers and staff.
• Coordinate with dispatchers for assignments and ETA, and maintain inventory and assets.

Skills

Windows OS

Microsoft Office

Communication skills

Multi-tasking

Troubleshooting

Customer service

Training

Education

High school diploma or GED

Tools

Small hand tools

Job description

Field Service Technician I - California State Prison Solano - Vacaville, CA

Hot Job

Overview

Salary Range

$22.00 - $25.00 Hourly

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.

• 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, 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 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 25 pounds.