Field Service Technician II (Dover, Delaware Area)

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Perform all administrative tasks on time. Respond to all dispatched calls in a timely fashion and other responsibilities as outlined below:

The primary responsibilities of this position are in support of customer facing IT solutions for the Delaware DOT (DelDOT), state and local law enforcement operations, the TSA related (CAT & USCIS) operations, as well as any state/federal DOJ operations as needed.  You will join an established team in the Northeast who maintain our similar product lines, however this role will also include occasional responsibilities in Maryland. You will be involved in existing, new and renewed projects/contracts, assisting with the deployment and maintenance activities, establishing yourself into a support role that will leave you securely employed for years to come as one of our subject matter experts in our Delaware & Maryland operations.

Support the day-to-day field service and repairs  operation in order to maintain compliance to the Customer(s)’ contractual SLA requirements. Responsible for overseeing the maintenance and repair and.or RMA of field equipment including computers, cameras, printers, UPS, signature pads, scanners and fingerprint capture devices, and ensuring that company assets are tracked and safeguarded.

Essential Job Functions (include but are not limited to):

This is a remote field position, as there is no major office within the area to report to on a daily basis.

This role will require travel within the Mid-Atlantic area and at times will require overnights to complete a task. If there are no scheduled activities from the day prior, you will start from your residence awaiting service calls or assignments based on management or customer requests.

You will be assigned to a supervisor who oversees the project you will be supporting. You will be compensated for overtime that falls outside of business hours. You will be part of a compensated rotating on-call schedule that at times will be responsible for responding on nights and weekends, or times outside of your normal work schedule.

Act as liaison between the IDEMIA operations team and the Customer(s)’ operational personnel; Provide/manage hardware and software support and maintenance; Responsible for contributing to weekly and monthly reporting as defined by the Supervisor; Control/manage consumable and spare parts inventory at levels defined by management; Support new additional customer operations as needed; Assist with hardware and software upgrades to field equipment; Triage customer issues via phone and remote desktop connection as needed or when not engaged with other duties such as being out on a service call.
Support localized customer phone support queues as a means to expedite service; Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software; Willingness to travel long distances on a daily basis (in-state driving, potential for overnight stays, potential out of state travel); Willingness to be on-call (cell phone) and prepared to travel during business hours; Ability to vary work hours to meet company commitments; Ability to work, collaborate and troubleshoot issues with diverse groups of people in and outside of the organization.

Attention to detail is key. Must be a self-starter able to respond to calls in a timely fashion and use CRM software to monitor, adjust, update and close calls (Salesforce).

To fulfill this position you must be a US citizen without dual citizenship.

In applying for this position you will be subjected to multiple state and federal background checks.  If you have any prior or current criminal history, or if you have current credit issues, please do not apply as you will be ineligible for this position.

4-6 years field service experience w/minimum HS diploma.