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, etc.).

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 & 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 well established documentation and procedures.

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

• Operates in assigned territory and performs basic repairs and services on products, including problem determination using established maintenance packages, diagnostics, reference documentation, system tools and service aids to identify routine problems. May perform basic diagnostics and repair with occasional assistance from more experienced team members.
• May travel within the 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-users and project/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 travel plans in a timely and cost-effective manner using company-approved tools and responds to schedule changes with minimal notice. 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 (air travel, call, mileage, timecards, and expense reports).
• Effectively maintains and manages trunk stock to support all customers.
• Perform other related duties as assigned.

• 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.
• May be required to 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 an Electronics field.
• Must be able to travel 100% of the time; domestic and/or 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 related retail devices including scanners, handheld devices, kiosks, printers & other related retail and SMB product technologies.
• Mechanical aptitude with competency in electricity & electronics; ability to properly use test equipment, basic hand tools, electronic testing equipment and electric meters.
• Ability to follow written or spoken directions and to provide information in a clear and concise manner.
• Good customer service skills; 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 as well as low voltage wiring systems and to perform diagnosis and repair thereof.
• Self-motivated with strong work ethic; professional demeanor, dress, and behavior.
• Problem solving and organizational skills; ability to work long hours in a…