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.

1. 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.

1. 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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