Field Service Representative

Position Summary :

The Field Service Representative Tier 1 position is responsible for the initial configuration, testing, and on-site installation of all VirTra firearm training simulator systems.  Will provide training to the customer following the simulator installation or when requested.  The FSR will conduct Annual Service Trips and Emergency Service Trips as required to support the customer.  This position may require up to 75% travel, including domestic and international.

Essential Functions :

• Inspection and Inventory of systems for completeness prior to shipment to the installation site.
• Configuration and assembly of VirTra products and simulators.
• Testing and troubleshooting of all VirTra products.
• Install, update, and service VirTra products and simulators worldwide.
• Conduct Video scenario authoring (IVR-100) training.
• Conduct V-Marksmanship authoring training.
• Ensure customer sites are left in a clean, presentable state before departure.
• Perform simulator training procedures for post-installation customer training.
• Proficiently demonstrate simulators to customers and explain the parameters of functionality.
• Master and maintain proficiency with all new, modified, and legacy systems / scenarios.
• Obtain approval / sign-off upon completion of installation and training, and submit to VirTra Corporate as soon as possible to document open items or completion of work.
• Submit customer signoffs for all trips performed within 24 hours of completion.
• Responsible for communicating issues to your supervisor on issues that occurred during installation or inability to submit items per procedure or policy in a timely manner.
• Planning, scheduling, and booking of travel arrangements per VirTra’s travel policy.
• Perform Pre-Travel communications, including scheduling confirmation with client, then document and upload form to VirTra’s server.
• Management of personally accrued company expenses and monthly expense reports, including submission per company policy.
• Time management and logging of daily hours with project / contract codes.
• ISO : 9001 processes are to be understood and followed per VirTra’s Quality Management System.
• Maintain the security, upkeep, and availability of VirTra-provided electronics and equipment.
• Customer support via all communication methods.
• Maintain a professional rapport with customers during installations and after site visits.
• Maintain customer confidence by keeping service information confidential between VirTra and the customer.
• Document service and installation actions by completing forms, reports, logs, and records as necessary and in a timely manner.
• Upload all reports, photos, and supporting documentation to the VirTra server, CRM, or ERP software in a timely manner.
• Technical and miscellaneous support for all other departments within VirTra.
• Performs other duties as assigned and as needed to better the department or company.
• Time management is working within a project-based environment.
• Manage and log time worked by project code.

Knowledge, Skills, and Abilities :

Physical Demands :

This is a very physically demanding job which includes stooping, bending, kneeling, crouching, reaching, standing for long periods of time, walking, pushing, pulling, lifting, grasping, hearing, and talking.  Will exert up to 100 pounds of force occasionally, up to 50 pounds of force frequently, and up to 20 pounds of force constantly to move objects.  Visual acuity, including color, depth perception, and field of vision, is required daily.

Education and Experience :

Additional Requirements, if any :

VirTra is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

About VirTra, Inc. :

VirTra creates intense, immersive training solutions that keep law enforcement officers safe, prepared and armed with excelled skills. We are a meticulous in assuring every aspect of each scenario is the highest quality for maximum realism and learning. This attention to detail is found in every true-to-life scenario, curriculum, recoil kit and electronic device train your team to the highest level of preparedness.