Field Services Technician

Job Overview

The role of the Field Service Technician (FST) is to provide a successful and rapid response for onsite service requests. This is a support role that is responsible for in-home service installation and issue resolution. The ideal FST will have a strong technical and troubleshooting background with a desire to work independently to resolve problems. The FST is responsible for providing a positive customer service experience while onsite. The FST will provide notes on each service call and appropriate feedback to the call center. The challenge of this role is meeting both the customer service expectations of the call center team and the technical experience expectations of the service delivery teams. You will need to work closely with each department and your manager to ensure that the technical and customer service expectations are being met.

Benefits Summary:

Insurance: Full time employees are eligible for group medical and group dental coverage after completing thirty days of employment. SkyWire pays half of employee cost on group medical coverage, in accordance with the terms of the company’s insurance plans and policies.
Paid Time Off: Full time employees will accrue up to two weeks of PTO per year at a rate of .0385 hours of PTO per hour worked. Please refer to the SkyWire Employee Handbook for additional details regarding time off and office closures.
Retirement Plan: Full time employees become eligible to participate in the company’s retirement plan 90 days after your date of hire. SkyWire matches 50% of your contribution up to 2% of your pay.
Paid Holidays: SkyWire observes 7 paid Holidays including: Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day After Thanksgiving, Christmas, & New Years Day.

Primary Responsibilities:

Troubleshoot and resolve onsite service issues (Video, Internet, Customer Service)
Install equipment for new customers
Update service tickets
Learn new technologies and maintain current and legacy technologies
Keep calendar accurate and meet appointment windows
Communicate identified services issues to field service team and department management

Daily:

Review scheduled appointments for the day
Verify that all necessary equipment has been allocated for scheduled appointments
Review tickets awaiting follow-up or reschedule
Perform scheduled service calls to resolve customer issues and route to additional service calls as requested
Notate tickets to capture service call details and important information

Weekly:

Escalate service calls which require additional review
Report and submit mileage to the supervisor
Provide feedback to management on weekly appointments and look for improvements in the processes and skill development opportunities
Review all assigned tickets to ensure notes have been updated and any escalations have been reassigned correctly

Monthly:

Track personal equipment and material levels and report any resupply needs or issues to the supervisor
Review all assigned tickets to ensure all service calls have been resolved appropriately
Develop new skills and knowledge. Seek learning opportunities for newer technology as well as existing deployed technology

Skills and Qualifications:

2-5 Years Customer Service Experience
2-5 Years Technical Troubleshooting Experience
High School Diploma or equivalent (College Degree Preferred)
Technical aptitude and strong interpersonal skills