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 (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 and store equipment problem diagnosis, adjustment and/or repair, equipment refurbishment, installation, relocation, discontinuance, product level engineering, configuration changes, upgrades and/or modifications using established documentation and procedures.

RESPONSIBILITIES

Operate in assigned territory and perform repairs and services on products; install all equipment in new or remodeled sites without assistance; handle all projects/installs; perform maintenance on all supported equipment at field locations with minimal phone support; utilize client support applications; troubleshoot and fix complex problems over the phone; use established procedures for 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 for installations, relocation, discontinuance, product level engineering, configuration changes, upgrades and modifications to retail POS equipment. Effectively communicate with customers, management, peers and team members regarding status of work, potential problems and satisfaction; build positive customer relationships; perform technical services in a complete, quality, and timely manner to meet commitments and minimize disruptions. Plan, prioritize, and schedule work to meet or exceed customer satisfaction objectives; arrange travel plans cost‑effectively; respond to schedule changes with minimal notice; work flexible shifts including overtime and weekends as necessary. Document installation activities accurately according to Toshiba standards using automated systems and established reports (air travel, calls, mileage, timecards, expense reports). 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 up to 50 lbs. without assistance. Standing and walking throughout 75% of the normal workday. Frequent stooping, bending, and squatting activities. Frequent and repetitive reaching throughout the workday. Twisting activities as required by job duties. Use of basic hand tools (drills, screwdrivers, etc.). Regular air travel may be required. Use of ladders or lifts to access roof or interior wall devices.

AREAS OF EXPERTISE & SPECIAL SKILLS

High School Diploma with 4+ years of related experience; IT/Technical degree or certificate preferred. 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. Operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers/point‑of‑sale equipment, and associated retail devices. General knowledge and experience in wall‑to‑wall IT service and support. Mechanical aptitude with competency in electricity & electronics; ability to use test equipment, hand tools, electronic testing equipment, and electric meters. Follow written or spoken directions and provide information clearly and concisely. Good customer service skills; maintain professional demeanor, dress, and behavior. Develop and maintain 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. Recognize and understand IT signal and power cables as well as low‑voltage wiring systems; diagnose and repair. Self‑motivated with a strong work ethic. Ensure solutions do not become future problems. Problem solving and organizational skills. Ability to work long hours as project needs dictate in a physically demanding environment. Work varying shifts, including overtime and weekends as necessary.

BENEFITS

Employee Assistance Programs Company provided life insurance

EEO STATEMENT

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.

DISABILITY ACCESS

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 Toshiba Global Commerce Solutions - External