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Eclipse Screening Technologies · 2 months ago

Field Service Technician

Pittsburgh, PA

Full-time

Hybrid

Mid Level

Eclipse Screening Technologies is a leading provider of advanced drug detection solutions specifically designed for use in correctional facilities. The Field Service Technician will be responsible for the installation, maintenance, repair, and training of drug detection products in correctional facilities across the United States, providing both remote and onsite technical support to customers.

ElectronicsIndustrial AutomationSecurity

Responsibilities

Perform pre-installation planning and logistics coordination

Conduct on-site installations of the products inside correctional facilities, ensuring adherence to established protocols, checklists, and safety guidelines

Perform device configuration, system integration, and functional testing to ensure proper operation

Provide training (remote and on-site) to correctional facility staff on the operation and maintenance of the products

Document and track internal and external issues

Conduct routine preventive maintenance activities according to prescribed schedules

Diagnose and troubleshoot issues related to electro-mechanical optical systems and equipment malfunctions, utilizing advanced diagnostic tools and techniques and develop and execute a plan of action for resolution

Coordinate and execute repairs, replacements, or component upgrades as required, ensuring minimal downtime

Serve as a technical point of contact for correctional facility staff and internal stakeholders, addressing inquiries and providing timely resolutions to technical issues

Collaborate with cross-functional teams, including product management and engineering, to escalate and resolve complex technical challenges

Maintain accurate records of all service activities, including installation, maintenance, repairs, and customer interactions within a CRM

Prepare detailed service reports, documenting findings, actions taken, and recommendations for improvement

Provide regular updates to management on service activities, identifying trends, challenges, and opportunities for improvement

Create, maintain, and follow comprehensive documentation, including applicable processes, procedures, and work instructions for installation, service, and support activities

Ensure compliance with quality standards, regulatory requirements, and safety guidelines during all service activities

Conduct thorough testing and validation of the products, ensuring they meet or exceed performance expectations, as needed

Provide insight into customer experiences and expectations and deliver feedback to the product team

Qualification

Troubleshooting electronic systemsSystem integrationTechnical product experienceHyperspectral ImagingDiagnostic tools proficiencyElectrical circuits knowledgeCustomer service skillsAnalytical skillsCommunication skillsAttention to detail

Required

Bachelor's or Associate's degree in engineering, electronics, or science discipline

Previous experience working with technical products within the corrections market or similar equipment is highly desirable

Experience with Microsoft Product Suite and strong computer skills is a must

Must be able to pass a background check and drug screen to gain access to domestic correctional facilities

Proficiency in troubleshooting and repairing complex electronic and electro-mechanical systems

Strong knowledge of networking protocols, system integration, and software configurations

Proficiency with hand and power tools

Basic knowledge of electrical circuits

Familiarity with drug detection technologies and their operational principles

Experience with diagnostic tools, multimeters, oscilloscopes, and other testing equipment

Understanding of safety protocols and adherence to regulatory standards

Firm grasp of basic Hyperspectral Imaging and/or spectroscopy concepts and the ability to convey these concepts to the end-user

Must be able to read and understand CAD drawings and schematics

Ability to analyze complex technical issues, identify root causes, and propose effective solutions

Strong diagnostic and problem-solving skills, with meticulous attention to detail

Capacity to work independently and make sound decisions in high-pressure situations

Excellent interpersonal and communication skills, both verbal and written

Ability to effectively communicate technical concepts to non-technical audiences

Exceptional customer service skills with a focus on building and maintaining strong relationships

Willingness to travel frequently to correctional facilities nationwide up to 50% of working time

Ability to book and manage own travel arrangements per company travel policy

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards

Ability to maintain regular, punctual attendance consistent with the ADA and other federal, state, and local standards

Must be able to lift and carry up to 85 lbs

Must be able to sustain prolonged periods of standing or walking

Must have good manual dexterity, including the ability to use fingers, hands, and arms with precision and coordination

May involve bending, stooping, reaching, or climbing. Must have the ability to maneuver in different physical positions

Must be able to talk, listen, and speak clearly on the telephone