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 YOU'LL DELIVER:

• Provide on-site installation, troubleshooting, repair, and maintenance of equipment to ensure optimal performance and customer satisfaction.
• Deliver exceptional customer service by effectively communicating solutions, educating clients on product usage.
• 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.

In this role, you can expect to

• 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. 
• Execute service visits for reactive service calls 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. 

To thrive in this role, you have

• Strong technical understanding, with the ability to quickly learn and adapt to new software and hardware. 
• Experience with IP camera systems, 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 & tools – including cable testers, cable crimpers, 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.  
• Travel Required: Must have reliable transportation for work within a 2-hour radius; occasional travel required within the United States.

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 actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.  
• Fairness over Popularity - You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.