Field Service Technician

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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 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 (apparel stores, supermarkets, mass merchandising, specialty shops, banks, insurance agents, CPAs, legal firms, etc.).

The Technician is accountable for customer satisfaction, metrics attainment and operational activities required for the services provided. Services include product and component exchange, on‑premises basic product & store equipment problem diagnosis, adjustment and/or repair, and may also include equipment refurbishment, installation, relocation, discontinuance, product‑level engineering, configuration changes, upgrades and modifications, performed using well‑established documentation and procedures.

• Operates in assigned territory and performs repairs and services on products; installs all equipment in new or remodeled sites independently, handles all projects/installs without assistance, performs maintenance on all supported equipment at field locations with minimal phone support, uses client support applications and portals, troubleshoots complex problems over the phone with store personnel, follows established procedures and/or instructions for repetitive or routine work, works individually or as part of a team and aids less experienced service representatives.
• Travels within assigned territory or nationally to customer locations to perform installations, relocations, discontinuances, product‑level engineering and configuration changes, upgrades and/or modifications to retail POS equipment.
• Effectively communicates with customers, management, peers and team members regarding status of work, potential problems, customer/store management satisfaction, and seeks advice and assistance; builds positive customer relationships with product end‑user and customer project and/or store management; operates responsibilities efficiently, performs technical services in a complete, quality and timely manner to meet customer commitments and minimize disruptions to the customer’s operation; has a good understanding of and can articulate and demonstrate TOSHIBA’s service and support delivery methodology.
• With assistance, plans, prioritizes and schedules work to exceed customer satisfaction objectives, arranges all travel plans in a timely 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.
• Ensures installation activities are accurately documented in accordance with TOSHIBA standards and practices using automated systems and/or established reports, including air travel, call logs, mileage, timecards and expense reports.
• Effectively maintains and manages trunk stock to support all customers.
• Performs other related duties as assigned.

• Driving to multiple customer locations throughout the day.
• Lifting up to 50 lbs. without assistance.
• Standing/ walking activities for approximately 75% of the normal workday.
• Stooping, bending, squatting, and reaching activities that are frequent.
• 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 indoor ceiling/wall devices.
• This job opening is not eligible for immigration/work visa sponsorship.

• High School Diploma with 4+ years of related experience; IT/Technical degree or certificate preferred.
• Must be able to travel 100% of the time, including domestic and/or air travel; may be assigned to a local territory but travel may be required for installations outside assigned geography.
• Possesses operational knowledge of…