Field Service Technician - Lake County Florida at HomeWAV – Orlando, Florida

About HomeWAV

Founded in 2011, HomeWAV LLC has remained the industry leader in providing simple, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, Missouri, HomeWAV’s all‑in-one patented platform offers video and voice calling, secure messaging, investigative tools, background filtering, tablet‑based access to education, entertainment, reentry resources, and more. Serving facilities in over 30 states, HomeWAV supports millions of users nationwide and reinvests in its purpose-built technology, upholding its pillars of Integrity, Innovation, and Impact to keep facilities safe and communities connected. For more information, visit HomeWAV at www.homewav.com and LinkedIn and Facebook.

Field Service Technician (FST) Lake County Florida

HomeWAV is seeking a skilled and customer-focused Field Service Technician (FST) to join our team. In this role, you will be responsible for servicing, maintaining, troubleshooting, and repairing inmate communication systems at customer sites. You will ensure systems remain fully operational while adhering to internal processes, procedures, and contractual requirements.

This position requires strong technical troubleshooting abilities, the ability to work independently in the field, and a high level of professionalism when interacting with facility staff and stakeholders. The FST plays a critical role in supporting HomeWAV’s mission of delivering reliable, innovative communication solutions in secure environments.

What You’ll Do

As a Field Service Technician, you will:

• Install, maintain, troubleshoot, and repair HomeWAV communication systems at correctional facilities.
• Ensure timely resolution of technical issues to minimize operational disruptions and revenue impact.
• Provide responsive, professional support to facility administrators, staff, and other stakeholders.
• Build and maintain positive, trust-based relationships with facility personnel and end users.
• Diagnose and resolve hardware and software issues to ensure system reliability.
• Maintain accurate service records and documentation to support transparency and accountability.
• Collaborate with internal teams to ensure effective cross-functional troubleshooting and resolution.
• Provide after-hours support for critical issues as needed to maintain service continuity.
• Follow all HomeWAV and facility-specific safety, security, and compliance requirements.

What Success Looks Like

In this role, success means:

• Facilities receive consistently responsive, professional, and reliable support.
• Strong, collaborative relationships are established with facility staff and stakeholders.
• System issues are resolved quickly, minimizing downtime and operational impact.
• HomeWAV equipment operates reliably and efficiently.
• Documentation and service records are accurate and consistently maintained.
• Technical issues are resolved effectively through collaboration across teams.
• Escalations are handled appropriately and in a timely manner.
• Service continuity is maintained, including support for urgent after-hours needs.
• All safety, security, and compliance standards are consistently met.
• Communication is clear, professional, and effective across all stakeholders.

Position Requirements

• Willingness and ability to work in correctional facilities and inmate housing units while following all safety and security protocols.
• Ability to lift and move up to 50 lbs.
• Ability to use hand tools and perform physical technical work.
• Occasional travel to other facilities may be required.
• Must pass all required facility background checks.

Preferred Qualifications

Education

• High school diploma or GED required.

Experience

• Experience working independently in a field-based technical role.
• Ability to meet deadlines, manage competing priorities, and work effectively under pressure.
• Strong customer service and interpersonal skills.

Technical Skills

• Strong aptitude for troubleshooting and working with technology systems.
• Ability to quickly learn and become proficient in business software platforms.
• Familiarity with tools such as Microsoft Voice Platform, Microsoft Office, JIRA, or Zendesk is a plus.

Professional Skills

• Strong initiative, organization, and execution skills.
• Excellent verbal and written communication abilities.
• Strong critical thinking, time management, and problem-solving skills.

EQUAL EMPLOYMENT OPPORTUNITY

HomeWAV is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local laws.

DISCLAIMER

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.