Associate Field Service Technician

About the role

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 and in the store systems, retail banking and SMB marketplaces.

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 in identifying routine problems.
• Is 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.
• Uses established procedures and/or instructions for repetitive and/or routine work, works on tasks individually or as a part of a team.
• 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 product end-user and customer project and/or 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 operation.
• With assistance, plans, prioritizes, and schedules work to meet or exceed customer Service Level objectives. Arrange all travel plans in a timely cost-effective manner using company approved business tools and ability to respond to schedule changes with minimal notice.
• Flexibility 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. This includes but is not limited to air travel, call, mileage, timecards, and expense reports.
• 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 are encountered during 75% of the normal workday
• Stooping/Bending/Squatting activities are encountered on a frequent basis
• Reaching activities are conducted on a frequent and repetitive basis throughout the workday
• An individual may be required to perform twisting activities, dependent on the type of position they need to place themselves in while performing his/her job duties
• Regular use of basic hand tools (drills, screwdrivers, etc.)
• Regular air travel may be required
• An individual will at time be required to use a ladder or lift to reach devices mounted on roofs or inside on the ceiling / walls

Areas of Expertise & Special Skills

• High School Diploma with 2+ years' experience in an Electronics field
• Possesses basic knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers / point-of-sale equipment, and associated retail devices to include scanners, handheld devices, kiosks, printers & other related and similar retail, and SMB product technologies
• Competency in electricity & electronics, and the ability to properly use test equipment, basic hand tools, electronic testing equipment and electric meters
• Able to follow written or spoken directions and to provide information in a clear and concise manner
• Good Customer Service skills are essential. Ability to multitask, prioritize assignments and work independently
• Good written and oral communication skills including tact and diplomacy when facing customers
• 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 and strong work ethic
• Display high ethics and character relative to the position
• 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 needed

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. The company is committed to Diversity, Equity, and Inclusion for all its people as highlighted by its 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency).

EEO Statement

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 benefits@toshibagcs.com to request an accommodation.