Field Service Technician I - CA Men's Colony - San Luis Obispo

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, 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.
 

Salary : $22 - $25