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 are responsible to perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non‑TOSHIBA retail products in 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. Services include product and/or component exchange, on‑premises basic product and 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 to products using 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 without assistance; handle all projects/installs independently; maintain all supported equipment at field locations with minimal phone support; use client support applications and portals; troubleshoot and fix complex problems over the phone; employ established procedures for routine work; work individually or as part of a team; assist less experienced service representatives. Travel within assigned territory or nationally to customer locations to perform installations, relocation, discontinuance, product level engineering, configuration changes, upgrades and/or modifications to retail POS equipment. Effectively communicate 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; build positive customer relationships with product end‑users and customers’ project and/or store management; operate responsibilities efficiently and perform technical services in a complete, quality and timely manner to meet customer commitments and minimize disruptions. Plan, prioritize and schedule work to meet or exceed customer satisfaction objectives; arrange travel plans in a timely, cost‑effective manner using company‑approved business tools; respond to schedule changes with minimal notice; be flexible to work varying shifts including overtime and weekends as necessary. Ensure installation activities are accurately documented in accordance with TOSHIBA standards and practices using automated systems and/or established reports, including air travel, call, 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 depending on the 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 inside 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; may be assigned to a specific local territory but air travel may be necessary for installations or service delivery projects outside assigned geography. 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, basic hand tools, electronic testing equipment and electric meters. Ability to follow written or spoken directions and to provide information clearly and concisely. Good customer service skills. Develops skills in maintaining good working relations with customers and peers. Ability to multitask, prioritize assignments and work independently. Good written and oral communication skills, including tact and diplomacy when facing customers. Ability to recognize and understand the functional and operational use of IT signal and power cables, low‑voltage wiring systems and perform diagnosis and repair thereof. Self‑motivated and strong work ethic. Ensures that solutions to today’s problems do not become tomorrow’s. Maintain 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 your favorite brands. Our solutions power process such as self‑checkout at Lowe’s Foods, fuel rewards at Kroger, and payments across retailers including Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s and Costco. We lead the installed market share worldwide. Benefits Employee Assistance Programs Company provided life 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.

DIVERSITY, EQUITY & INCLUSION

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

PUBLIC BURDEN STATEMENT

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