Field Service Technician III

Field Service Technician III

Job Category: Operations Requisition Number: FIELD004954

Multi-state travel required NY (primarily), VA, and ME

Additional compensation: $500 monthly stipend plus mileage reimbursement

Associate Referral Reward Eligible

Job Purpose: Installs all Securus' products, features and equipment including but not limited to: phones, kiosks, WAPs, tablets and video terminals. Maintains, repairs, troubleshoots, and operates telecommunications hardware, associated LAN/WAN/Networking hardware/software, various electronic equipment and ensuring correctional facilities are installed to the applicable codes and standards both industry and Securus. Position also provides support to our tablet customers by assisting in administering the program by making sure tablets are fully utilized and proper inventories are maintained, and extra inventory or damaged inventory is returned. Travels from location to location within an assigned area for installations and service and to resolve complex issues as stated above. Serves as a subject matter expert (SME) and a team leader for the Field Services team within an assigned area to include training of area technicians, assisting technicians with complicated service issues or helping lead installs in area.

Essential Duties:

• Serves as SME and team leader for an assigned Field Services Team area. Assist Field Service Manager in resolving complex customer issues.
• Repairs, maintains, programs and installs telecommunications hardware, associated LAN/WAN/networking hardware/software, various electronic equipment and wiring per specifications, codes, standards and operational procedures in correctional facilities
• Repairs/installs phones, kiosk, video terminals, WAP's, tablets and other required equipment within correctional facilities within an assigned area of responsibility.
• Maintain and provide operations support for site surveys, pre-bid meetings and/or sales conferences
• Gather, update, record, provide data to management and maintain related data and/or statistics
• Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information
• Troubleshoots situations where standard procedures have failed in isolating or resolving problems while interfacing with many internal Securus organizations, various vendors and contractors for problem solutions
• Assist in educating and training Securus customers and field service associates - providing information to various internal departments 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 per subpoena requirements and testifying in court when required
• Manages and maintains assigned company inventories and assets (tool, vehicle, parts inventory, laptop etc.)
• Rely on experience / judgment to plan and accomplish assigned tasks / goals
• Review and approve site survey and engineering as needed
• Additional duties as assigned
• Demonstrates proficient skills with telephonypulling cable, terminating cable, trouble shoot wiring, loading configuration files, install and maintain all Securus equipment.

Knowledge, Skills, and Abilities:

• Must be able to take on a leadership role and assume responsibility for work performed on installation projects, repairs, and complex issues.
• Strong organizational, planning, interpersonal, written and verbal communication skills
• Demonstrates proficient skills with installing, terminating and troubleshooting conduit, copper cabling, wireless networks and fiber optics, in addition to loading configuration files, installing and maintaining all of Securus' equipment, products and features.
• Accept and adapt to change
• Ability to work all tasks to completion with a high sense of urgency and the highest work quality
• Negotiates alternatives means of resolving issues and escalates issues when necessary.
• Responds to requests from management, tech support, area technicians, sales and customers via phone, e-mail and/or with reporting
• Adhere to Field Service Standards and all Company policies outlined in the Employee Handbook
• A self-starter, with the ability to self-train, who can work independently with minimal supervision on complex projects in remote areas to complete them on schedule and within budget.
• Excel at multi-tasking, setting priorities and tracking issues concurrently.
• Experience working with Windows OS, VOIP, Adtran AOS, Cisco IOS, Fiber and wireless technology
• Strong communications skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians and management

Minimum Qualifications:

• High school diploma or GED
• Experience in conduit bending (EMT and Rigid)
• 5 years of installation, repair and maintenance of telecom and networking devices.
• Experience with internal and/or external training programs and implementation on subject related topics.
• Experience working with Windows OS, VOIP, Adtran, Fortinet, AOS, Cisco IOS and wireless technology
• Telephony experience - including but not limited to: pulling cable (Cat3 & Cat5), terminations (110, 66, Krone, RJ11 & RJ45) up to 100 pair cables and troubleshooting wiring / T1 / CO dial tone problems
• Experience and knowledge of network (cat3, cat5, cat6) cabling configuration, troubleshooting and installation standards.

Preferred Qualifications:

• BICSI Certification
• Fiber Certification Microsoft Certifications (A+, N+, MCSE etc)
• Cisco Certifications (CCNA etc)
• Electronics / Electrical Certification/Degree or License
• 7 years or more of related experience
• Wireless technology experience
• Fiber termination experience
• Previous experience working in law enforcement or correctional environment

Physical Requirements:

While performing the duties of this job, the employee is regularly required to: 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. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Salary and Benefits:

• $31.23 - 35.61/hr.
• $500 monthly stipend
• mileage reimbursement
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

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.

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.