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, 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 retail 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, on‑premises basic product & store equipment problem diagnosis, adjustment, repair, refurbishment, installation, relocation, discontinuance, product‑level engineering, configuration changes, upgrades and modifications according to established documentation and procedures. The Technician works under supervision until trained and capable of working independently.

RESPONSIBILITIES

Operates in assigned territory, performs basic repairs and services on products using standard maintenance packages, diagnostics, reference documentation, system tools and service aids, identifying routine problems. Provides basic diagnostics and repair, occasionally assisted by more experienced SRs. Travels within assigned territory or nationally to perform installations, relocations, discontinuances, engineering changes, upgrades and modifications to retail POS equipment. Communicates effectively with customers, management, peers and team members regarding work status, potential problems and customer satisfaction, building positive relationships with end‑users and store management. Manages the service event promptly and with high quality to meet customer commitments and minimize operational disruptions. Plans, prioritizes and schedules work to meet or exceed Service Level objectives. Arranges all travel in a timely, cost‑effective manner and responds to schedule changes with minimal notice. Flexible to work varying shifts, including overtime and weekends. Documents installation activities accurately in accordance with Toshiba standards, using automated systems and reports (air travel, calls, mileage, time cards, expense reports). 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 up to 50 lbs. without assistance. Standing/ walking activities encountered during 75% of the normal workday. Stooping/bending/squatting activities encountered frequently. Reaching activities conducted frequently and repetitively throughout the workday. Twisting activities may be required depending on position placement. Use of basic hand tools (drills, screwdrivers, etc.). Regular air travel may be required. Use of a ladder or lift to reach devices mounted on roofs or inside ceilings/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, with possible local territory assignment and national coverage for installations. Basic knowledge of personal computer technology, network infrastructure, flat‑panel TVs & monitors, cash registers/point‑of‑sale equipment, scanners, handheld devices, kiosks, printers and similar retail, SMB product technologies. Mechanical aptitude with competency in electricity & electronics, and ability to use test equipment, hand tools, electronic testing equipment and electric meters. Ability to follow written or spoken directions and provide concise information. Strong customer service skills, multitasking, prioritizing assignments and working independently. Excellent written and oral communication skills with tact and diplomacy when dealing with customers. Recognizes and understands functional and operational use of IT signal and power cables as well as low‑voltage wiring systems for diagnosis and repair. Self‑motivated with a strong work ethic. Maintains high ethics and professional demeanor, dress and behavior. Problem‑solving and organizational skills. Ability to work long hours and physically demanding shifts as project needs dictate. Ability to work varying shifts, including overtime and weekends as required.

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 variety of brands such as Lowe’s, Kroger, Walmart, Michaels, and many others. We help retailers deliver seamless, two‑way shopping experiences through state‑of‑the‑art in‑store solutions. The nature of retail is changing quickly, and we invite candidates who share our “Together Commerce” vision to join us in shaping the new economy.

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, sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

DIVERSITY, EQUITY & INCLUSION

We at Toshiba Global Commerce Solutions firmly believe that our people are integral to the success of our customers. We are committed to diversity, equity and inclusion, guided by our five core principles: Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement, and Culture of Transparency. #J-18808-Ljbffr Toshiba Global Commerce Solutions - External