Field Service Technician

Field Service TechnicianAlbuquerque, NMThis job opening is not eligible for immigration/work visa sponsorshipPOSITION 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 are responsible to 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 Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. The services include some or all the following: whole product and/or component exchange and on-premises basic product & store equipment problem diagnosis, adjustment and/or repair. The Field Service Technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using well established documentation and procedures.RESPONSIBILITIES:Operates in assigned territory and performs repairs and services on products. Can install all equipment in new and/or remodeled sites without assistance, can handle all projects/installs without assistance, performs maintenance on all supported equipment at field locations with minimal phone support from all associated support areas, proficient knowledge and use of all client support applications and portals, able to troubleshoot and fix complex problems over the phone with store personnel, uses established procedures and/or instructions for repetitive and/or routine work, works on tasks individually or as a part of a team and aids less experienced service representativesTravel 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 equipmentEffectively communicates with customers, management, peers, and team members on a timely basis regarding status of work, potential problems, customer/store management satisfaction, and to seek advice and assistance, builds positive customer relationships with product end-user and customer project and/or store management, operates responsibilities efficiently and/or performs technical services in a complete, quality, and timely manner to meet customer commitments and minimize disruptions to the customer's operation, has a good understanding of and can both articulate & demonstrate to end-user customers, TOSHIBA's service and support delivery methodologyWith assistance, plans, prioritizes, and schedules work to meet or exceed customer satisfaction objectives, arrange all travel plans in a timely cost-effective manner using company approved business tools and ability to respond to schedule changes with minimal notice, flexibility to work varying shifts including overtime and weekends as necessaryEnsure installation activities are accurately documented in accordance with TOSHIBA standards and practices using automated systems and/or established reports, this includes but is not limited to air travel, call, mileage, timecards, and expense reportsEffectively maintain and manage trunk stock to support all customersPerform other related duties as assignedENVIRONMENTAL CONDITIONS:Driving to multiple customer locations throughout the dayLifting to 50 lbs. without assistanceStanding/Walking activities are encountered during 75% of the normal workdayStooping/Bending/Squatting activities are encountered on a frequent basisReaching activities are conducted on a frequent and repetitive basis throughout the workdayAn individual may be required to perform twisting activities, dependent on the type of position he need to place himself in while performing his/her job dutiesRegular use of basic hand tools (drills, screwdrivers, etc.)Regular air travel may be requiredUse of ladders or lifts to access roof or inside celling / wall devicesAREAS OF EXPERTISE & SPECIAL SKILLS:High School Diploma with 4+ years of related experience, IT/Technical degree or certificate preferredMust 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 geographyPossesses operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers / point-of-sale equipment, and associated retail devicesDemonstrates general knowledge and experience in wall-to-wall IT service and supportThe 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 metersMust possess the ability to follow written or spoken directions and to provide information in a clear and concise mannerGood Customer Service skills are essentialDevelops skills in maintaining good working relations with customers and peersAbility to multitask, prioritize assignments and work independentlyMust have good written and oral communication skills including tact and diplomacy when facing customersThe individual must be able to recognize and understand the functional and operational use of IT signal and power cables as well as low voltage wiring systems and to perform diagnosis and repair thereofSelf-motivated and strong work ethicEnsures that solutions to today's problems do not become tomorrow'sMaintain a professional demeanor, dress, and behaviorProblem solving and Organizational skillsAbility to work long hours as project needs dictate in a physically demanding environmentAbility to work varying shifts including overtime and weekends as necessaryAbout the Company:Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:Group health coverage (medical, dental, & vision)Employee Assistance ProgramsCompany provided life insuranceEmployee discountsGenerous paid holiday schedule, paid vacation & sick/personal daysEEO: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 accommodationDIVERSITY, EQUITY & INCLUSION:We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities