PA - Field Service Technician
ShawnTech Communications, Inc, Marienville, PA, United States
Position Summary
This position requires a trustworthy and versatile technical individual with a background in telecommunications, computer systems, general repair, maintenance, and system support. The role provides customer service for inmate technologies, including phones, video visitation systems, and telecom repairs, and also involves data entry as required. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications. The individual must work independently within correctional facilities across the designated region, interacting with customers, employees, and partners daily. The incumbent will maintain effective communication with correctional facility personnel to assure quality customer service and timely resolution of issues.
Key Responsibilities
Troubleshoot, correct, and service inmate technology systems.
Maintain, repair, and operate on‑site telecommunications and networking hardware/software, and various electronic equipment and wiring at all assigned correctional facilities.
Address basic telephone repair and maintenance needs of the facility.
Meet all service requirements set forth by the customer contract.
Build and maintain working relationships with facility personnel and customer contacts; interface with correctional personnel, vendors, and contractors to resolve onsite technical problems.
Monitor time and control service‑related expenses.
Deliver services in a timely and effective manner to ensure optimal system performance and satisfied customers.
Provide onsite instruction and training for site personnel, as needed.
Safely drive a company or personal vehicle to various facilities throughout the assigned state.
Working Conditions
This position requires daily and/or weekly contact with the Account Manager or the Director of Operations to review account performance. The incumbent will be expected to follow all guidelines set forth by the company and the correctional facilities.
Supporting Competencies / Preferred Skills
Previous inmate telecom experience highly preferred.
Experience with wireless networking and cabling.
Knowledge of fiber optic cable, testing, splicing, and provisioning.
Basic understanding of network and bandwidth capabilities of services offered.
Core Competencies
Analyze Issues:
Gathers and analyzes critical information to understand problems; probes beyond symptoms; integrates information; detects inaccuracies; defines reasonable alternatives for resolution.
Build Relationships:
Relates to others in an open, friendly, respectful manner; develops high‑quality relationships with managers, peers, and direct reports; builds and maintains appropriate contacts and networks.
Champion Change:
Approaches problems with curiosity; generates innovative ideas; challenges status quo; supports new initiatives and risk‑taking.
Coach and Develop People:
Creates learning environment; fosters coaching partnerships; helps others understand skills portfolios; orchestrates learning opportunities; provides feedback; serves as role model.
Drive for Results:
Sets challenging goals; prioritizes results; demonstrates initiative; maintains high productivity; committed to organization.
Use Sound Judgment:
Uses knowledge and expertise; considers alternative solutions; bases decisions on logic; resolves ambiguity; makes timely decisions on complex issues.
Minimum Qualifications
2+ years of experience in telecommunications – installation, repair, and troubleshooting of inmate communication systems (inmate telephones, video visitation systems, TTY or VRS Units, Wi‑Fi/Access Points).
2+ years of experience with computer
etwork installation and repair. Knowledge of VLAN, advanced network configurations, telecom and VOIP a plus.
Strong organizational, interpersonal, presentation and communication skills.
High School Diploma or GED; some college courses preferred.
Exceptional customer service skills.
Basic computer skills.
Daily travel throughout assigned geographical area—overnight travel possible.
Must consistently pass criminal background screens.
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This position requires a trustworthy and versatile technical individual with a background in telecommunications, computer systems, general repair, maintenance, and system support. The role provides customer service for inmate technologies, including phones, video visitation systems, and telecom repairs, and also involves data entry as required. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications. The individual must work independently within correctional facilities across the designated region, interacting with customers, employees, and partners daily. The incumbent will maintain effective communication with correctional facility personnel to assure quality customer service and timely resolution of issues.
Key Responsibilities
Troubleshoot, correct, and service inmate technology systems.
Maintain, repair, and operate on‑site telecommunications and networking hardware/software, and various electronic equipment and wiring at all assigned correctional facilities.
Address basic telephone repair and maintenance needs of the facility.
Meet all service requirements set forth by the customer contract.
Build and maintain working relationships with facility personnel and customer contacts; interface with correctional personnel, vendors, and contractors to resolve onsite technical problems.
Monitor time and control service‑related expenses.
Deliver services in a timely and effective manner to ensure optimal system performance and satisfied customers.
Provide onsite instruction and training for site personnel, as needed.
Safely drive a company or personal vehicle to various facilities throughout the assigned state.
Working Conditions
This position requires daily and/or weekly contact with the Account Manager or the Director of Operations to review account performance. The incumbent will be expected to follow all guidelines set forth by the company and the correctional facilities.
Supporting Competencies / Preferred Skills
Previous inmate telecom experience highly preferred.
Experience with wireless networking and cabling.
Knowledge of fiber optic cable, testing, splicing, and provisioning.
Basic understanding of network and bandwidth capabilities of services offered.
Core Competencies
Analyze Issues:
Gathers and analyzes critical information to understand problems; probes beyond symptoms; integrates information; detects inaccuracies; defines reasonable alternatives for resolution.
Build Relationships:
Relates to others in an open, friendly, respectful manner; develops high‑quality relationships with managers, peers, and direct reports; builds and maintains appropriate contacts and networks.
Champion Change:
Approaches problems with curiosity; generates innovative ideas; challenges status quo; supports new initiatives and risk‑taking.
Coach and Develop People:
Creates learning environment; fosters coaching partnerships; helps others understand skills portfolios; orchestrates learning opportunities; provides feedback; serves as role model.
Drive for Results:
Sets challenging goals; prioritizes results; demonstrates initiative; maintains high productivity; committed to organization.
Use Sound Judgment:
Uses knowledge and expertise; considers alternative solutions; bases decisions on logic; resolves ambiguity; makes timely decisions on complex issues.
Minimum Qualifications
2+ years of experience in telecommunications – installation, repair, and troubleshooting of inmate communication systems (inmate telephones, video visitation systems, TTY or VRS Units, Wi‑Fi/Access Points).
2+ years of experience with computer
etwork installation and repair. Knowledge of VLAN, advanced network configurations, telecom and VOIP a plus.
Strong organizational, interpersonal, presentation and communication skills.
High School Diploma or GED; some college courses preferred.
Exceptional customer service skills.
Basic computer skills.
Daily travel throughout assigned geographical area—overnight travel possible.
Must consistently pass criminal background screens.
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