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 store systems, retail banking and SMB marketplaces (e.g., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.). The role is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. Services include product and/or component exchange, on‑premises basic product & store equipment problem diagnosis, adjustment and/or repair, refurbishment, installation, relocation, discontinuance, product‑level engineering and configuration changes, upgrades and/or modifications to products using well‑established documentation and procedures.

RESPONSIBILITIES

• Operate in assigned territory and perform repairs and services on products. Install all equipment in new and/or remodeled sites independently; handle all projects/installs without assistance; perform maintenance on all supported equipment at field locations with minimal phone support; demonstrate proficiency in client support applications and portals; troubleshoot and fix complex problems over the phone with store personnel; follow established procedures for repetitive or routine work; work individually or as part of a team and aid less experienced service representatives.
• Travel 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.
• Communicate effectively with customers, management, peers, and team members regarding status of work, potential problems, customer/store management satisfaction, and to seek advice and assistance; build positive customer relationships with end‑users and project/staff managers; perform technical services efficiently and with quality and timeliness to meet commitments and minimize disruptions.
• With assistance, plan, prioritize and schedule work to meet or exceed customer satisfaction objectives; arrange all travel plans in a timely, cost‑effective manner using company‑approved business tools; respond to schedule changes with minimal notice; remain flexible to work varying shifts including overtime and weekends as necessary.
• Document installation activities accurately in accordance with Toshiba standards and practices using automated systems and/or established reports, including air travel, calls, mileage, timecards and expense reports.
• Effectively maintain and manage trunk stock to support all customers.
• Perform 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, dependent on the type of position.
• Regular use of basic hand tools (drills, screwdrivers, etc.).
• Regular air travel may be required.
• Use of ladders or lifts to access roof or interior 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, domestically and/or by air; assignments may require travel outside local territory.
• 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.
• Requires mechanical aptitude with competency in electricity & electronics; ability to use test equipment, basic hand tools, electronic testing equipment and electric meters.
• Must follow written or spoken directions and provide information clearly and concisely.
• Good customer service skills essential.
• Develops skills in maintaining good working relations with customers and peers.
• Ability to multitask, prioritize assignments and work independently.
• Strong written and oral communication skills, including tact and diplomacy when facing customers.
• Recognize and understand functional and operational use of IT signal and power cables as well as low‑voltage wiring systems; perform diagnosis and repair.
• Self‑motivated with a strong work ethic.
• Ensures 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 broad array of brands. Our solutions power self‑checkout kiosks at Lowe’s Foods, fuel rewards at Kroger, and payment processing at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, and Costco—underscoring our position as the world’s installed market share leader. As the retail landscape evolves, we invite candidates who share our “Together Commerce” vision of a seamless two‑way, participatory shopping experience to join us in driving the new economy.

BENEFITS

• Group health coverage (medical, dental & vision)
• Employee Assistance Programs
• Company‑provided life insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & 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, 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 that our people are integral to the success of our customers. We are committed to Diversity, Equity and Inclusion for all employees, guided by our five core principles: Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency. We are passionate about the retail industry and strive to become a more responsible company that creates a brighter future.

EQUAL OPPORTUNITY EMPLOYER / PROTECTED VETERANS / INDIVIDUALS WITH DISABILITIES

The contractor will not discharge 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. If employees have access to compensation information as part of their essential job functions, they may not disclose that information except as outlined by legal requirements (41 CFR 60‑1.35(c)).