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 the 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. Services include product and/or component exchange, on‑premises diagnosis, adjustment, repair, refurbishment, installation, relocation, discontinuance, level engineering, configuration changes, upgrades and/or modifications using well‑established documentation and procedures. The candidate will work under supervision until trained and capable of working independently.

RESPONSIBILITIES:

• Operates in assigned territory and performs basic repairs and services on products, including problem determination utilizing well established, standard maintenance packages, diagnostics, reference documentation, system tools and service aids to identify routine problems. Capable of performing a basic level of diagnostics and repair but may require occasional assistance from more experienced SRs to carry out difficult product repair activities.
• May travel within 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 end‑users and store management.
• Manages the situation and completes the service event in high quality and timely manner to meet customer commitments and minimize disruptions to the customer's operation.
• With assistance, plans, prioritizes, and schedules work to meet or exceed customer Service Level objectives. Arranges all travel plans in a timely cost‑effective manner using company‑approved business tools and responds to schedule changes with minimal notice. Flexibility to work varying shifts including overtime and weekends as necessary.
• Ensures installation activities are accurately documented in accordance with Toshiba standards and practices using automated systems and/or established reports. Includes air travel, calls, mileage, timecards, and 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 75% of the normal workday.
• Stooping/Bending/Squatting activities encountered frequently.
• Reaching activities conducted frequently and repetitively throughout the workday.
• May require twisting activities depending on position during job duties.
• 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/walls.

AREAS OF EXPERTISE & SPECIAL SKILLS :

• High School Diploma with 2+ years of experience in an Electronics field.
• Must be 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 for installations or other service delivery projects outside assigned geography.
• Possesses basic knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers/point‑of‑sale equipment, and associated retail devices including scanners, handheld devices, kiosks, printers and other related SMB product…