Associate Field Service Technician

This job opening is not eligible for immigration/work visa sponsorship. POSITION SUMMARY The Associate Field Service Technician is responsible for 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 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. Services include product and/or component exchange, on‑premises basic product & store equipment problem diagnosis, adjustment and/or repair. The technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, using well‑established documentation and procedures. Candidate will work under supervision until trained and capable of working unsupervised. SCHEDULE FOR THIS ROLE The shift for this position will be 7:00 am to 4:00 pm Sunday through Thursday – flexibility required to work standby/on‑call 3–4 days every 7 weeks and additional flexibility needed based on customer needs. RESPONSIBILITIES Operates in assigned territory and performs basic repairs and services on products, including problem determination utilizing well‑established, standard maintenance packages, diagnostics, reference documentation, system tools and service aids to identify routine problems. Is also capable of performing a basic level of diagnostics and repair but may require occasional assistance from more experienced SRs for difficult product repair activities. Uses established procedures and/or instructions for repetitive and/or routine work, works on tasks individually or as part of a team. May 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. Effectively 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. Effectively manages the situation and completes the service event in a high quality and timely manner to meet customer commitments and minimize disruptions to the customer's operations. With assistance, plans, prioritizes, and schedules work to meet or exceed customer Service Level objectives; arranges all travel plans in a timely, cost‑effective manner using company‑approved business tools and responds to schedule changes with minimal notice. Flexibility 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 but not limited to 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 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 ladder or lift may be required to reach devices mounted on roofs or inside on the ceiling/walls. AREAS OF EXPERTISE & SPECIAL SKILLS High School Diploma with 2+ years’ experience in an electronics field. 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. Basic knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers/point-of-sale equipment, and associated retail devices (scanners, handheld devices, kiosks, printers & other related SMB product technologies). Mechanical aptitude with competency in electricity & electronics, and 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, concise manner. Good customer‑service skills essential; ability to multitask, prioritize assignments and work independently. Excellent written and oral communication skills including tact and diplomacy when facing customers. Understanding of IT signal and power cables and low‑voltage wiring systems to diagnose and repair accordingly. Self‑motivated and strong work ethic; high ethics and character. 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 global company based in Research Triangle Park, NC, providing retail store solutions. It serves major retailers such as Walmart, Michaels, and Costco, among others, and is a leader in installed market share worldwide. BENEFITS Employee Assistance Programs Pre‑tax spending accounts 401(k) plan with company match Company‑provided life insurance Pet insurance 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. #J-18808-Ljbffr