On-Site Service Representative

Description

Position Summary

The Tablet Administrator (TA) will handle field service maintenance, inventory and repairs with deployed inmate tablets and inmate call processing equipment at multiple assigned correctional facilities ensuring that all internal processes, procedures, and contractual repair timelines are adhered.

Key Responsibilities & Essential Functions

• Manage all day-to-day support functions including maintenance when applicable and Return Material Authorization (RMA)
• Work at the direction of the Field Service Manager (FSM) responsible for the assigned site(s) in coordination with the facilities in determining the “best practices” for each situation.
• Visit at least one assigned site per workday to ensure all assigned sites are visited once per week.
• Distribute inventory of inmate tablets at each assigned site.
• Inspect all inmate tablets and initiate trouble tickets for any issues as needed.
• Work with production team to ensure all broken equipment is returned and received within allotted timeframes.
• Work on trouble resolution following guidelines provided for Tablet Resolution before acknowledging the need to replace tablet(s) under RMA protocol.
• Check the inter-office mailbox for inmate complaints about the inmate system; research and respond to complaints the same day as received so that problems are resolved in a timely manner.
• Utilize a trouble ticket database to view/maintain all facility information, number of inmates, number of inmate tablets and any information that would be useful in troubleshooting inmate system issues.
• Distribute spare equipment as needed.

Working Conditions

Must be willing to work on-site in a correctional environment and perform all tasks assigned in various working conditions, which may include but are not limited to adverse weather, humidity, dust, and limited space.

Qualifications

Education & Experience Requirements

• High school diploma or equivalent required; advanced degree a plus
• Minimum of 2 years of related experience.
• Proficient in Windows XP/Windows OS, Microsoft Office Software, and ability to learn other software programs that may be required.
• Proficient in basic network troubleshooting to include being able to identify network components a plus.

Position Requirements & Skills

• Must be able to pass multiple, in-depth background checks.
• Must have a valid driver’s license and reliable transportation.
• Must be a self-starter that can work independently.
• Ability to multi-task while meeting deadlines.
• Experience working in a fast-paced environment with competing deadlines and priorities.
• Strong written and oral communication skills.
• Must have strong attention to detail and record keeping skills.
• Ability to write reports and/or procedure manuals on an as needed basis.
• Strong problem-solving skills are required. Must have the ability to diagnose and define problems, collect data, establish facts, draw valid conclusions, and provide recommendations.
• Ability to work well in a team environment.
• Must frequently be able to lift/or move up to 10lbs and occasionally lift and/or move up to 100lbs. with assistance.
• Must be able to attend and successfully complete all required OEM training programs.