Field Service Technician

Position Overview:

The Field Services Technician supports Symplicity's Technical Operations team by helping deliver reliable, professional field and technical support for our clients, partners, and internal teams.  This role is intentionally flexible and may include time spent in the Grand Rapids office provisioning phones and equipment, traveling to client sites for field service work, or supporting remote operational tasks such as documentation, data entry, and project cleanup.

This position is a strong fit for someone who is dependable, curious, adaptable, and comfortable shifting between hands-on technical work and detail-oriented administrative support.  The ideal candidate is willing to travel, learn new systems, follow established processes, communicate clearly, and help Symplicity continue building a stronger, more organized Field Services operation.

Key Responsibilities:

Field Service & Onsite Technical Work:

• Travel to client sites as assigned to complete field service work, hardware deployments, phone installations, equipment swaps, troubleshooting, testing, and related technical tasks.

• Follow site instructions, project scopes, checklists, and internal procedures to ensure work is completed accurately and professionally.

• Communicate onsite findings, blockers, completion status, and follow-up needs to the appropriate internal team members.

Device Provisioning & Equipment Preparation:

• Assist with provisioning, configuring, labeling, packing, and preparing phones, networking equipment, and other client hardware for deployment.

• Support in-office staging work, including testing equipment, organizing inventory, and confirming that materials are ready before field work begins.

• Help maintain clean, accurate records of prepared, shipped, installed, returned, or retired equipment.

Documentation, Data Entry & Project Support:

• Complete required documentation for field work, provisioning tasks, project updates, inventory records, and client deliverables.

• Support remote administrative or data-entry work during non-travel periods, including spreadsheet updates, system cleanup, project tracking, and other operational support tasks.

• Ensure completed work is recorded clearly and consistently so internal teams can rely on the information later.

Communication & Client/Partner Interaction:

• Represent Symplicity professionally while working with clients, site contacts, vendors, partners, and internal team members.

• Ask thoughtful questions when instructions, site conditions, or project details are unclear.

• Maintain timely communication before, during, and after assigned work so  team members always understand project status and next steps.

Process Compliance & Team Support:

• Follow Symplicity procedures, checklists, documentation standards, and safety expectations while completing assigned work.

• Remain flexible as business needs shift between field work, office work, travel, and remote support.

• Contribute to process improvement by identifying recurring issues, unclear instructions, missing documentation, or opportunities to improve field operations.

Key Success Metrics:

1. Field Work Completion

a. What it Measures: The technician's ability to complete assigned onsite field work, hardware deployments, equipment swaps, troubleshooting tasks, and related project work accurately and within the expected timeframe.

b. Why It's Important: Field work directly impacts client experience, project timelines, and Symplicity's ability to deliver reliable service without unnecessary rework or follow-up visits.

c. Goal: Complete assigned field work professionally, accurately, on time, and with minimal avoidable rework.

2. Documentation Accuracy

a. What it Measures: The completeness and accuracy of field notes, project updates, inventory records, photos, checklists, data-entry work, and other required documentation.

b. Why It's Important: Clear documentation helps internal teams trust the work is completed after the technician leaves the site. It also helps reduce confusion, repeat questions, billing issues, and project hand off issues.

c. Goal: Submit complete, accurate, and timely documentation for assigned work.

3. Equipment Readiness and Provisioning Quality

a. What it Measures: The technician's ability to help prepare, provision, label, test, organize, and package equipment before deployment.

b. Why It's Important: Well-prepared equipment helps field work run more smoothly, reduces onsite surprises, and supports cleaner project execution.

c. Goal: Ensure assigned equipment is prepared, tested, labeled, and deployment-ready before it reaches the field.

4. Communication and Responsiveness

a. What it Measures: The technician's ability to communicate clearly and promptly with internal team members, site contacts, clients, vendors, and partners before, during, and after assigned work.

b. Why It's Important: Field work can quickly become inefficient when communication breaks down. Timely updates help the team manage schedules, resolve blockers, and keep clients informed.

c. Goal: Maintain clear, professional, and timely communication throughout assigned work.

5. Flexibility and Operational Support

a. What it Measures: The technician's ability to shift between field travel, in-office provisioning work, remote documentation, data entry, project cleanup, and other assigned support tasks as business needs change.

b. Why It's Important: This role is designed to support a flexible Field Services operation. The technician's adaptability helps Symplicity respond to client needs, project demands, and workload changes without losing momentum.

c. Goal: Reliably support the highest-priority work, whether onsite, in-office, or remote.

Qualifications:

Required:

• Valid driver's license and ability to travel to client sites, project locations, and the Grand Rapids office as assigned.

• Ability to work a flexible schedule based on business needs, including in-office work, field travel, and remote support assignments.

• Comfortable performing hands-on technical work, including basic hardware setup, phone/device installation, equipment swaps, troubleshooting, testing, and related field tasks.

• Strong attention to detail when completing documentation, checklists, inventory updates, photos, data entry, and project notes.

• Ability to follow written instructions, project scopes, checklists, and standard operating procedures consistently.

• Clear and professional communication skills when working with clients, site contacts, vendors, partners, and internal team members.

• Ability to stay organized while balancing office work, travel, field assignments, and remote administrative tasks.

• Dependable, adaptable, and willing to learn Symplicity's tools, systems, documentation processes, and field procedures as the role evolves.

Preferred:

• Prior experience in field services, delivery work, gig work, technical support, telecom, IT support, hardware deployment, or hands-on service roles.

• Experience working independently while managing assigned routes, site visits, appointments, deliveries, or customer-facing responsibilities.

• Basic experience with spreadsheets, email, web-based systems, ticketing tools, inventory systems, or internal tracking tools.

• Experience provisioning, installing, testing, or troubleshooting phones, network equipment, computers, tablets, printers, or related business technology.

• Familiarity with Odoo, RingCentral, Microsoft Excel, carrier portals, inventory systems, or project tracking tools is helpful, but not required.

• Previous experience working directly with clients, vendors, site contacts, or internal teams in a professional service environment.

• Comfort with travel-based work, multi-site project loops, and changing weekly assignments.

• Experience supporting documentation cleanup, data entry, inventory tracking, or operational project coordination.

Symplicity Communications, Inc. is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or any other characteristic protected by law,

Full benefits are available at 36 regular hours. Hours for this position may vary.