Field Service Technician

This job opening is not eligible for immigration/work visa sponsorship.

POSITION SUMMARY

The Field Service Technician is responsible for working independently and maintaining retail store technologies and computer systems and peripherals, within retail store and commercial business environments. They perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non‑TOSHIBA retail products and in the store systems, retail banking and SMB marketplaces (i.e., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.). The technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided, including whole product and/or component exchange and on‑premises basic product & store equipment problem diagnosis, adjustment and/or repair. They may also perform equipment refurbishment, installation, relocation, discontinuance, product‑level engineering and configuration changes, upgrades and/or modifications, using well established documentation and procedures.

RESPONSIBILITIES

Operates in assigned territory and performs repairs and services on products; installs all equipment in new and/or remodeled sites without assistance; conducts maintenance on all supported equipment at field locations with minimal phone support from all associated support areas; uses client support applications and portals; troubleshoots and fixes complex problems over the phone with store personnel; follows established procedures for repetitive and routine work; works individually or as part of a team and aids less experienced service representatives. Travels within assigned territory or nationally to customer locations to perform installations, relocation, discontinuance, product‑level engineering and configuration changes, upgrades and/or modifications to retail POS equipment. Effectively communicates with customers, management, peers and team members on a timely basis regarding status of work, potential problems, customer/store management satisfaction, and seeks advice and assistance. Builds positive customer relationships with product end‑user and customer project and/or store management; operates responsibilities efficiently and performs technical services in a complete, quality, and timely manner to meet customer commitments and minimize disruptions. Plans, prioritizes and schedules work to meet or exceed customer satisfaction objectives; arranges all travel plans in a timely, cost‑effective manner using company approved business tools; responds to schedule changes with minimal notice; remains flexible to work varying shifts including overtime and weekends as necessary. Ensures installation activities are accurately documented in accordance with Toshiba standards and practices using automated systems and/or established reports, including air travel, call, mileage, timecards and expense reports. Effectively maintains and manages trunk stock to support all customers. Performs other related duties as assigned.

ENVIRONMENTAL CONDITIONS

Driving to multiple customer locations throughout the day. Lifting to 50 lbs. without assistance. Standing/ walking activities encountered during 75% of the normal workday. Stooping/Bending/Squatting activities encountered on a frequent basis. Reaching activities conducted on a frequent and repetitive basis throughout the workday. Twisting activities may be required, depending on the type of position and location of job duties. Regular use of basic hand tools (drills, screwdrivers, etc.). Regular air travel may be required. Use of ladders or lifts to access roof or inside ceiling/wall devices.

AREAS OF EXPERTISE & SPECIAL SKILLS

High School Diploma with 4+ years of related experience; IT/Technical degree or certificate preferred. Must be able to travel 100% of the time, domestic and/or air travel; may be assigned to a specific local territory, but air travel may be necessary for installations or other service delivery projects outside assigned geography. Possesses operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers / point‑of‑sale equipment, and associated retail devices. Demonstrates general knowledge and experience in wall‑to‑wall IT service and support. The position requires a mechanical aptitude with competency in electricity & electronics, and the ability to properly use test equipment, basic hand tools, electronic testing equipment and electric meters. Ability to follow written or spoken directions and provide information in a clear and concise manner. Good customer service skills are essential. Develops skills in maintaining good working relations with customers and peers. Ability to multitask, prioritize assignments and work independently. Great written and oral communication skills including tact and diplomacy when facing customers. Recognizes and understands the functional and operational use of IT signal and power cables as well as low voltage wiring systems and performs diagnosis and repair thereof. Self‑motivated and strong work ethic. Ensures that solutions to today’s problems do not become tomorrow’s. Maintains a professional demeanor, dress and behavior. Problem‑solving and organizational skills. Ability to work long hours as project needs dictate in a physically demanding environment. Ability to work varying shifts including overtime and weekends as necessary.

ABOUT THE COMPANY

Toshiba Global Commerce Solutions is a dynamic billion‑dollar global company based in Research Triangle Park, NC, providing retail store solutions to a wide range of brands. Our solutions power self‑checkout at Lowe’s Foods, fuel rewards at Kroger, and purchases at Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, and Costco, among others. Our vision is a seamless two‑way, participatory shopping experience that drives the new economy.

COMPENSATION & BENEFITS

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following: Group health coverage (medical, dental & vision). Employee Assistance Programs. Company‑provided life insurance. Employee discounts. Generous paid holiday schedule, paid vacation and sick/personal days. EEO Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email View email address on click.appcast.io to request an accommodation.

DIVERSITY, EQUITY & INCLUSION

We firmly believe our people are integral to the success of our customers and are committed to Diversity, Equity and Inclusion for everyone. Our five core principles—Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency—guide our efforts to build a brighter future for the retail industry.

CONTRACTOR COMPENSATION CONFIDENTIALITY POLICY

The contractor will not disclose or otherwise discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Employees who have access to compensation information as part of their essential job functions may not disclose such information to individuals who do not otherwise have access, unless the disclosure is a) in response to a formal complaint or charge, b) in furtherance of an investigation, proceeding, hearing or action, or c) consistent with the contractor’s legal duty to furnish information (41 CFR 60‑1.35(c)).

REMOTE WORK

• remote
• J-18808-Ljbffr Toshiba Global Commerce Solutions