About HomeWAV
Founded in 2011, HomeWAV LLC has been the leader in providing safe, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, MO, our innovative technology connects incarcerated individuals to the essential people in their lives through secure messaging platforms, allowing facilities to maintain a safe and stable environment while allowing families to connect. We have seen firsthand how our innovative platform supports no-contact communication while effectively reducing recidivism and improving inmates' overall health. We've supported correctional facilities and inmates in over 30 states – in the process, we have connected millions of visitors with their incarcerated loved ones.
POSITION SUMMARY
HomeWAV is searching for a motivated, goal-oriented Field Service Technician (FST) to join our team. The FST's primary duties are to service, maintain, troubleshoot, and repair inmate communication systems at the customer's premises — all while following and meeting all internal processes, procedures, and contractual timelines.
This position will be stationed within the Hamilton County Jail. Our ideal candidate will possess an aptitude for problem solving, be able to work independently without direct supervision, exhibit great customer relations and communications skills, and thrive in an ever-changing, trailblazing company atmosphere.
RESPONSIBILITIES
- Check in daily with facility administration or designated point of contact to ensure problems, issues, or concerns regarding HomeWAV devices are addressed promptly.
- Develop and maintain positive customer relationships.
- Quickly respond to revenue impacting issues.
- Accurately update and maintain HomeWAV records.
- Troubleshoot and repair HomeWAV equipment.
- Work with various HomeWAV departments to troubleshoot hardware and software issues.
- Use proper judgment to escalate issues to the Regional Operations Manager.
- Complete special projects assigned by the Regional Operations Manager.
- Provide after-hours service for high-priority issues.
- Follow HomeWAV workflow, processes, and procedures to resolve customer issues.
- Complete all customer and HomeWAV requests promptly.
- Comply with all HomeWAV and customer security and safety regulations.
- Provide customer service to facility staff and inmates.
- Maintain appropriate and clear communications with all facility stakeholders and HomeWAV employees.
KNOWLEDGE, SKILLS, & ABILITIES
This position is perfect for a self-starter who works well independently, under pressure, can task switch, and adapts well in an ever-changing environment.
- Exceptional initiative, organizational, and execution abilities.
- Outstanding communication and user empathy skills.
- Aptitude for independent analytical thinking, problem-solving, and data-driven decision-making.
- Impeccable attention to detail.
POSITION REQUIREMENTS
This position will be stationed in a correctional facility and will require work inside inmate housing units.
- Must be able to be on site Monday through Friday.
- Ability to lift or move up to 50 lbs.
- Ability to spend extended periods of the day standing.
- Ability to spend extended periods of the day sitting.
- Must be able to use hand tools.
- Must pass background checks.
- Must have a driver's license.
- Occasional travel to other facilities may be necessary.
EDUCATION & EXPERIENCE
- Aptitude for working with technology and troubleshooting technical problems.
- Exceptional verbal and written communication skills.
- Must possess and demonstrate critical thinking, organization, and time management skills.
- Able to lead others, overcome obstacles, meet schedules, and work under pressure.
- Strong interpersonal skills in customer relations.
- Willing to perform all job duties inside a correctional facility.
- Able to learn and become proficient in business software programs as required. Familiarity with Microsoft Voice Platform, Microsoft Office, or JIRA, preferred.
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