Field Service Technician

THE ROLE
We are seeking a skilled and proactive Field Service Technician to join our team. This role is essential in managing and maintaining our fleet of cameras for top customers within a designated service area. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a customer-first mindset. You will be responsible for both proactive maintenance visits and reactive break/fix service calls, ensuring the seamless operation of our equipment in schools. 
THE OUTCOMES WE EXPECT:Outcome #1: Provide on-site installation, troubleshooting, repair, and maintenance of equipment to ensure optimal performance and customer satisfaction.Outcome #2: Deliver exceptional customer service by effectively communicating solutions, educating clients on product usage. Outcome #3: Ensure all work adheres to safety standards, regulatory guidelines, and company policies while maintaining accurate records of service activities, including reports and updates on completed tasks.

Key Responsibilities.

• Perform routine maintenance and troubleshooting on camera systems and associated network equipment. 
• Conduct proactive visits to schools to ensure all equipment is functioning correctly, identifying and resolving potential issues before they impact service. 
• Handle small amounts of spare inventory as trunk stock to repair issues while onsite. 
• Provide on-site technical support for camera and internet service issues, utilizing your technical expertise to quickly diagnose and resolve problems. 
• Install and configure new equipment as needed, ensuring proper set-up and integration of existing systems. 
• Respond to reactive service tickets when a camera or system fails and troubleshoot and repair issues.  
• Build and maintain strong relationships with school athletic directors, administrators, and IT directors ensuring a high level of customer service and satisfaction. 
• Communicate effectively with school staff to explain technical issues and the steps taken to resolve them. 
• Perform physical tasks including lifting equipment up to 50 pounds, using boom and scissor lifts, and working on ladders. 
• Handle long drive times and be comfortable standing for extended periods as needed. 
• Keep detailed records of service visits, including issues encountered and resolutions, photos of the equipment site and how it is installed, ensuring accurate documentation for future reference. 
• Maintain accurate equipment records in salesforce. 
• Maintain customer CRM (salesforce) with updates on service activities and any significant issues. 
• Maintain and update accurate and current school contact information – name, email, phone numbers.  

THE PERSON.

• Strong technical understanding, with the ability to quickly learn and adapt to new software and hardware. 
• Experience with broadcasting equipment, computers, networking, advanced low voltage cabling, and related technologies is required. 
• Proven experience in a customer-facing role, with the ability to interact professionally with school staff and administrators. 
• A commitment to providing high-quality service and fostering positive relationships with clients. 
• Ability to lift up to 50 pounds and operate lifts, ladders, and other equipment. 
• Must be comfortable with driving up to 3 hours for a service visit on a regular basis, and up to 5 hours occasionally.  
• Must be comfortable working in various physical environments, both indoors and outdoors, and outdoors in all seasons of the year.  
• Ability to work independently with minimal supervision, while also collaborating with a larger field operations team. 
• Excellent time management skills, with the ability to prioritize tasks effectively. 
• Comfortable using scissor lifts, boom lifts and extension ladders.  
• Proficient with cabling equipment – including cable testers, port checkers, and other networking equipment. 
• Must have a personal vehicle and a secure place to store a small amount of equipment.  
• Company provided equipment including laptop and/or tablet, monitor, keyboard, mouse, and equipment manufacturer support applications.  

#LI-DNI

HOW YOU PLAY.

• Ownership over Participation - You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. 


• Team over Stars - You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. 


• Growth over Comfort - You are driven by a desire to grow and