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Technical Field Customer Service Representative

Westnet, Inc City of Manassas Full-Time
$70,752.00 (Careerbuilder est.)
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Job Description


Job Title : Technical Field Customer Service Rep                                    Positions Supervised: 0

Dept. / Division:   Information/Technology                                            FLSA Class: Non-Exempt             

Years of Experience: 3-5 Years                                                                    Status: Full Time

Location:    Manassas, VA                                                                         

Industry:   Public Safety – Fire Service Communications


Westnet, Inc. is the leader in providing public safety/fire communications to fire departments throughout the country. The Company is seeking a high-energy, customer-focused Technical Field Service Representative to deliver excellent customer service and join our Services Team. We are looking for a self-motivated, team-oriented individual who will work closely with our installation, engineering, technical support and project management personnel to ensure quality installation and service of our communications systems.

The identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.


Essential Duties and Responsibilities:

                     Repair and/or Install, commissioning and maintenance of our communications systems in public safety facilities, both in state and out of state

                     Installation or repair of low voltage wiring that may be in attics, crawl spaces and other confined spaces

                     Such facilities can include: Federal institutes, military installations, airport and/or fire stations

                     Complete all wiring, connections and equipment installations ensuring that contractual requirements are met

                     Conduct and perform troubleshooting, resolution, documentation and follow-up to the customer’s satisfaction

                     Data Entry in computer system

                     Perform after-hours emergency technical support via telephone, computer systems and/or at customer location.

                     Travel required for onsite repairs (see bottom of JD for travel requirements)

                     Provide telephone/email/chat and remote diagnostic technical support of alerting systems

                     Answer customer technical inquiries and troubleshooting requests in a timely fashion

                     Assist customers by diagnosing problems and providing resolutions for technical and service issues

                     Answers questions about operation, configuration and use of product

                     Investigates causes and recommend solutions of failures

                     Prioritize support cases based on customer support levels and urgency

                     Verifies warranty entitlement status

                     Initiate appropriate telephone follow-up to ensure complete customer satisfaction

                     Follow-up on open support cases weekly until they are resolved

                     Responsible for transmitting technical support documentation to customers

                     Maintains accurate information to enable prompt answers to customer questions

                     Create, update and manage customer services cases and start up through Microsoft CRM

                     Assist technical and IT staff in accomplishing departmental tasks

                     Participate in the development and implementation of departmental procedures and methods

                     Continuously review the collected technical support information for accuracy and updates as necessary

                     Research equipment and components to develop tests and repair procedures, troubleshooting techniques and documents

                     Run customer service case reports and manage outstanding issues with customer and technical staff

                     Assist in the maintenance to troubleshooting guidelines

                     Provide a pleasant and positive attitude with customers

                     Provide Level 1 and Level 2 support

Performs other duties, tasks or projects as requested and assigned by supervisor or management. 


                     High School Diploma or General Education Degree (GED)

                     3-5 years of experience

                     Good Driving Record

                     ANSI/TIA/EIA Cabling Standards & Terminating of cables

                     Experience working on construction lifts and ladders

                     Strong attention to detail; Detail Orientated

                     Outstanding Organizational Skills

                     Outstanding Customer Service Skills

                     Keeping work environment clean and safe

                     Great Phone Skills


General:  Must demonstrate strong listening, problem-solving, analytical, and troubleshooting skills.

Technical: Efficient in troubleshooting customer’s technical problems.


Communication: Exceptional/Strong communication skills both, written, oral and interpersonal communication skills. Ability to present idea in business-friendly and user-friendly language.  Ability to respond effectively to co-workers, management and customers.

Teamwork/Team Player Skills: Strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times. Thrive in a team environment and work well with others. Enjoy working as a team member as well as independently. Someone that can display being a team leader in addition to being a team player.

Mathematical & Reasoning: Ability to add, subtract, multiply and divide using whole numbers and decimals.

Computer: Advanced and proficient in Microsoft Office (Excel & Word); must be able to navigate the internet efficiently, as well as other industry-specific technology tools used within the organization.

Physical and Environmental Elements:

Physical Demands: This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, climbing and reach with hands and arms for at least 2/3 or more of the normal work shift. Ability to sit continuously for over 1/3 of normal work shift. Ability to talk and hear continuously. Ability to hear and having the ability to receive detailed information through oral communication, phones, etc. Finger dexterity is required frequently for over 2/3 of normal work shift.  Ability to frequently lift and/or move items up to 50 pounds independently or more with assistance.

Vision: Ability to see close range (clear or corrected vision at 20 inches or less), Ability to see at distance (clear or corrected vision at 20 feet or more). Ability to observe an area, being able to see up and down or to the left and right while keeping eyes fixed on a given point (peripheral vision), Ability to see color, depth perception and ability to focus are high in this position.

Work Environment: Position is performed in both an office and out in the field. The office environment has standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone). While performing some duties on this job, the employee will have to go on job sites to install or sign off on installations in which conditions could be louder. Employee maybe required to wear hard hats as well as any mandated safety requirements while on a job / construction site.

Employee will need to wear company assigned shirts, pants that are free of holes, rips, tears, or fading, steal toe boots, safety vest or any PPE issued for safety.

Travel: 80% of position is spent out on the field for on-site service. 20% of position is in the office.

Other Duties: Please note this job description, is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


Special Requirement:

Pre-Employment skills test will be administrated

Final candidate subject to background check

May be required to work weekends and holidays as business necessitates

Recommended skills

Team Working
Attention To Detail
Self Motivation
Success Driven
Service Orientation


CareerBuilder Estimated Salary What is the Careerbuilder Estimated Salary? Only about 20% of the jobs in our search results contain salary information. When a job posting doesn’t include a salary, we estimate it by looking at similar jobs in the same industry in that location. It is not necessarily endorsed by the employer and actual compensation may vary based on your experience.


What is the Careerbuilder Estimated Salary?

Only about 20% of the jobs in our search results contain salary information. When a job posting doesn’t include a salary, we estimate it by looking at similar jobs in the same industry in that location. It is not necessarily endorsed by the employer and actual compensation may vary based on your experience.
This estimation is based on Job title, Industry, Location and Skills
Avg. Yearly Salary

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Technical Field Customer Service Representative
$70,752.00 (Careerbuilder est.)
Estimated Salary: $70K
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