Field Support Technician (East Coast, Midwest and South)

Field Technician
Field Support Team in the Customer Care Department

Primary Location: Pittsburgh, PA
Travel Regions: East Coast, Midwest and Southern Regions of US
Travel Required: Yes, Valid Driver’s License Required
Employment: Full-Time, 90-Day Probationary Period
Compensation: $40,000/year plus Monthly Phone and Travel Allowance
Benefits (after 90-day probation): Dental Insurance, 401K Benefits, PTO and Holiday Benefits

Report to: Customer Care Manager

Company Summary:
Access411, a leader in student monitoring systems, has been providing identification and access control solutions to schools for over 24 years. Our company has grown from a few schools in 1997 to over 1,200 schools with installations ranging from the nation’s largest districts with hundreds of schools to districts with only a few. Access411 is dedicated to student safety and school security, embracing the “Know Who is in Your Building” mantra. Our philosophy is to work together with district leadership in a partnership to ensure that schools are safe havens for students and staff.

Position Summary:
The role of the Field Support Technician is part of the Field Support Team in the Customer Care Department, specializing in on-site customer support and product support. Field Support Technicians focus primarily on ensuring that customers can use our company’s products and solutions by providing hardware support, maintenance and training after each schedule site visit.

We are looking for individuals who know how to work diligently and efficiently, who work well independently and with others, and who take initiative to accomplish tasks and responsibilities within the Field Support team and the Customer Care Department. In a continuously growing environment and ever-changing industry, success and growth at this position comes from individuals with untethered ambitions and ideas for innovation.

A Day in the Life of the Field Support Technician:

• Travel to multiple customer sites per day and complete all assigned tasks requested
• Communicate with customers before, during and after on-site appointments
• Update service orders with accurate and detailed information for appointment records
• Troubleshoot and support customer equipment (i.e. laptops, computers, printers, scanners, etc.)
• Troubleshoot and support customer software needs (Windows OS, licenses, drivers, etc.)
• Provide customers with key information for success, including tips, instructions and feedback on hardware and software use
• Analyze customer trends and data for retention and customer satisfaction purposes
• Communicate with Help Desk team to ensure necessary follow-up through mobile CRM app
• Work with team management on continual customer service quality
• Proactively manage customer needs during each service appointment
• Frequent out-of-state travel to different regions of US, primary work in the Pittsburgh area, sometimes overnight for up to five days

Educational Background and Professional Experience:

• High school diploma, associate's degree or equivalent degree
• Specialized certification or degree in a technical background required
• Experience in customer service preferred, but not required

Additional Skills for Success:

• Ability to maintain decorum in stressful and fast-paced environments
• Strong empathy for customers with equal passion for revenue and growth
• Analytical and process-oriented mindset with a strong attention to detail
• Ability to analyze and interpret spreadsheet data into statistical information
• Constant communication with Customer Care teams to ensure streamlined operations, onsite success and customer satisfaction
• Must be physically able to lift and carry up to 60 lbs.

Job Type: Full-time

Salary: $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Paid time off

Schedule:

• Monday to Friday
• On call

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Preferred)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 100% (Required)

Work Location: On the road