Field Service & Systems Technician

COMPANY OVERVIEW:

Birdseye’s mission is to help make the world a safer place!

We are the leader in AI-driven Remote Facility Supervision solutions for the Trucking and Logistics Industry. Our Maximum Telepresence Approach™ delivers cutting-edge, data-driven security and operational insights that create a safer working environment for millions of people every year.

We provide end-to-end, cutting-edge hardware and AI-driven solutions, redefining security beyond traditional gatehouses. By empowering our professionally trained monitoring agents, we achieve 99.99% reporting accuracy in mission-critical security, safety, and operational support -24/7/365- for some of the world’s largest logistics facilities, as well as small and medium-sized businesses.

If you're ambitious, thrive in a fast-paced environment, and align with our ICARE values, Birdseye will be the perfect fit for you. If you’re wondering what the world will look like in 10 years - join our Team!

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.

Location: DFW Area. Farmer's Branch

Job Requirements:

1. 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.

2. 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.

3. 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.
  

This role will require the candidate to complete background checks (includes but not limited to: references, educational verification, criminal check, credit check - where applicable). Certain roles may also require testing.

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