Field Service Technician

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.

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

• 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.

• 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.

Play On is a dynamic…