Associate Field Service Technician

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 store systems, retail banking and SMB marketplaces (e.g., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms).

The Associate Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. Services include whole product and/or component exchange and on-premises basic product and store equipment problem diagnosis, adjustment and/or repair. The Technician may perform equipment refurbishment, installation, relocation, discontinuance, product-level engineering and configuration changes, upgrades and modifications, to products using established documentation and procedures.

Candidate will work under supervision until trained and capable of working unsupervised.

• Operates in assigned territory and performs basic repairs and services on products, including problem determination using standard maintenance packages, diagnostics, reference documentation, system tools and service aids; capable of basic diagnostics and repair with occasional assistance from more experienced staff for difficult repairs.
• May travel within an 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 status of work, potential problems, and satisfaction; builds positive customer relationships with end-users and store management.
• Manages situations to complete service events in a high quality and timely manner to meet commitments and minimize disruptions to customer operations.
• With assistance, plans, prioritizes and schedules work to meet or exceed customer Service Level objectives. Arranges travel plans using company tools and responds to schedule changes with minimal notice; may work varying shifts including overtime and weekends.
• Ensures installation activities are documented according to Toshiba standards using automated systems and/or established reports (air travel, call, mileage, timecards, expense reports).
• Maintains and manages trunk stock to support all customers.
• Performs other related duties as assigned.

• Driving to multiple customer locations throughout the day
• Lifting to 50 lbs. without assistance
• Standing/Walking for 75% of the normal workday
• Stooping/Bending/Squatting on a frequent basis
• Reaching activities frequently throughout the workday
• Twisting as required by certain positions
• Regular use of basic hand tools (drills, screwdrivers, etc.)
• Regular air travel may be required
• May use a ladder or lift to reach devices mounted on roofs or ceilings
• This job opening is not eligible for immigration/work visa sponsorship

• High School Diploma with 2+ years’ experience in electronics
• Must be able to travel 100% of the time; domestic and/or air travel may be necessary for installations or service delivery outside assigned geography
• Basic knowledge of PC technology, network infrastructure, flat panel TVs & monitors, cash registers/point-of-sale equipment, and related retail devices (scanners, handhelds, kiosks, printers, etc.)
• Mechanical aptitude with competency in electricity & electronics; ability to use test equipment and basic hand tools
• Ability to follow written or spoken directions and convey information clearly
• Strong customer service skills; ability to multitask, prioritize and work independently
• Good written and oral communication skills with tact and diplomacy
• Ability to recognize and understand IT signal and power cables and low voltage wiring systems; diagnose and repair
• Self-motivated with strong work ethic and…