Field Service & Systems Technician

Job Description

The Field Service & Systems Technician plays a key dual-role in managing technical deployments and post-installation support. This position bridges the gap between hands-on customer service in the field and technical staging in the shop. While focused primarily on local support, this role balances field service, on-site troubleshooting, and direct customer care with in-house systems building, hardware staging, firmware/software programming, and supporting warehouse/inventory operations during ramp-ups or team coverage.

Occasional travel outside the local area may be required based on project and operational needs.

Job Requirements

• Field Service & Customer Support
  • Service & Troubleshooting: Perform on-site maintenance, diagnostic troubleshooting, and repairs for CCTV systems, mobile units, power hardware, and network infrastructure.
  • Customer Care: Act as a primary technical point of contact during service calls, communicating clearly with clients to ensure high satisfaction and minimal downtime.
  • On-Site Installations & Upgrades: Assist with system installations, hardware swaps, and field retrofits according to company safety and workmanship standards.
  • Escalation & Support: Resolve intermediate technical issues independently and collaborate with Project Managers or Senior Technicians on complex escalations.
  • Documentation: Complete detailed service tickets, document site conditions, and log all equipment changes in real-time.
• On-Call & Travel: Participate in the Service On-Call rotation as assigned (with support and training provided) and travel occasionally for out-of-town service or deployment needs.
• In-House Staging, Building & Programming
  • System Assembly & Buildout: Assemble custom panels, mount hardware components, and construct Birdseye preassembled & rapid deployment solutions per technical schematics.
  • Equipment Programming: Load software, flash firmware, configure IP addresses, and program CCTV/networking devices prior to field deployment.
  • Bench Testing & QA: Run pre-deployment diagnostic checks and quality assurance testing to verify system integrity before equipment leaves the shop.
  • Technical Preparation: Review job requirements with Project Managers to pre-stage tools, programmed hardware, and cabling packages for upcoming installations.
• Warehouse, Inventory & Operational Support
  • Warehouse Organization: Assist with warehouse operations, receiving, shelf organization, and keeping workbench/lab areas safe and clean.
  • Inventory Control: Help maintain stock accuracy by tracking hardware usage, logging serial numbers, and reporting low-stock items.
  • RMA Processing: Coordinate CCTV equipment returns, including initial testing, defect labeling, tracking, and shipping logistics.
  • Fleet & Equipment Maintenance: Assist with basic maintenance, staging, and upkeep of company service vehicles, mobile surveillance units, and field tools.
  • Ramp-Up Support: Provide flexible operational coverage in the warehouse or office during team absences or high-volume peak periods.
• Development & Growth Expectations
  • Technical Advancement: Continuously expand knowledge in CCTV, IP networking, power systems (solar/battery), and advanced troubleshooting protocols.
  • Process Efficiency: Identify and suggest small process improvements in staging workflows or field procedures to boost overall team productivity.
  • Teamwork & Mentorship: Collaborate effectively across departments and support peer technicians as operational needs evolve.
  • Feedback & Learning: Proactively participate in technical training opportunities and apply feedback from leadership.

Qualifications and Skills

• Experience: 2+ years of hands-on experience in low-voltage systems, CCTV, networking, or field service operations.
• Technical Aptitude: Understanding of basic IP networking (subnets, IP addressing, routers/switches), power systems, and physical hardware assembly.
• Mechanical & Tool Skills: Proficient with basic hand/power tools, multi-meters, and cable termination techniques.
• Soft Skills: Excellent verbal and written communication skills with a strong, customer-first service mindset.

Physical & Travel Requirements

• Valid driver’s license with a clean driving record.
• Willingness and ability to travel occasionally as needed.
• Ability to lift up to 50 lbs, work on ladders/lifts, and work outdoors when required.