Field Service Technician

Role Overview

• Ensure a seamless customer rollout of our life saving products.
• Support product demos and installations.
• Provide maintenance, upgrades, and repairs to existing field units.
• Build relationships with customers, assessing their needs, and answering any questions or concerns they may have.
• Perform basic field service tasks, such as installing, maintaining, and repairing equipment.
• Document work in service reports or other forms.
• Attend team meetings to discuss ongoing projects, share best practices, and receive feedback and guidance from their manager or supervisor.
• Demonstrate a thorough understanding of the Express system and software.
• Lead 2-4 special event support activities at strategic locations such as sports stadiums and large venues.
• Assist in on-the-job training of new personnel and third-party service providers.
• Handle administrative tasks such as expenses, work orders, and RMAs.

Requirements

• Understanding the technical aspects of the products, including hardware and software components.
• Ability to undergo and apply technical training on products, tools, equipment, and software used in the field.
• Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
• Skills in installing, maintaining, repairing, and upgrading equipment to ensure optimal performance.
• Competence in performing scheduled software maintenance and upgrades.
• Ability to establish and maintain strong, long-lasting relationships with clients.
• Excellent verbal and written communication skills to interact effectively with customers, assess their needs, and address questions or concerns.
• Ability to train customer employees and security staff, ensuring a high level of satisfaction with the product and its operation.
• Capability to manage time effectively, ensuring the timely completion of all assigned work orders.
• Completing required administrative tasks, such as managing expenses, work orders, and Return Merchandise Authorizations (RMAs).
• Knowledge of internal processes and systems related to inventory management, invoicing, and scheduling.
• Willingness to work under various conditions, including nights, weekends, and holidays, as required by customer needs.
• Ability to work collaboratively with customers, operations, engineering, and management teams, both as an independent contributor and team player.
• Taking the initiative in both group and independent situations to ensure success for the company, the individual, and the customer.

Benefits

• Equity as part of your total compensation package
• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• A 401(k) plan (and 2% company match)
• Flexible Paid Time Off (PTO)
• take the time you need to recharge, with manager approval and business needs in mind
• Quarterly stipend for perks and benefits that matter most to you
• Tuition reimbursement to support your ongoing learning and development
• Subscription to Calm