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. The role performs a full workload of product installation, support services, and repair on Toshiba Global Commerce Solutions and non-Toshiba retail products across store systems, retail banking, and SMB marketplaces (e.g., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms). The technician is accountable for customer satisfaction, metrics attainment, and operational activities. Services include whole product and/or component exchange, on-premises basic product and store equipment problem diagnosis, adjustment, and/or repair. The role may also perform equipment refurbishment, installation, relocation, discontinuance, product-level engineering and configuration changes, upgrades, and/or modifications using established documentation and procedures. The candidate will work under supervision until trained and capable of working unsupervised. This position is not eligible for immigration/work visa sponsorship.

Responsibilities

• Operate in assigned territory and perform basic repairs and services on products, including problem determination using standard maintenance packages, diagnostics, reference documentation, system tools, and service aids.
• Perform basic-level diagnostics and repair; may require occasional assistance from more experienced technicians for difficult product repair activities.
• Use established procedures and/or instructions for repetitive and/or routine work, working individually or as part of a team.
• Travel within assigned territory or nationally to customer locations to perform installations, relocation, discontinuance, product-level engineering, configuration changes, upgrades, and/or modifications to retail POS equipment.
• Effectively communicate with customers, management, peers, and team members regarding work status, potential problems, customer/store management satisfaction, and to seek advice and assistance.
• Build positive customer relationships with product end-users and customer project and/or store management.
• Manage service events in a high-quality and timely manner to meet customer commitments and minimize disruptions to customer operations.
• With assistance, plan, prioritize, and schedule work to meet or exceed customer Service Level objectives.
• Arrange all travel plans in a timely, cost-effective manner using company-approved business tools; respond to schedule changes with minimal notice.
• Flexibility to work varying shifts including overtime and weekends as necessary.
• Ensure installation activities are accurately documented per Toshiba standards using automated systems and/or established reports (air travel, call logs, mileage, timecards, expense reports).
• Effectively maintain and manage trunk stock to support all customers.
• Perform other related duties as assigned.

Requirements

• High School Diploma with 2+ years’ experience in an Electronics field.
• Ability 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 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 associated retail devices (scanners, handheld devices, kiosks, printers, and similar 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 provide information clearly and concisely.
• Strong 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, low voltage wiring systems, and to perform diagnosis and repair thereof.
• Self-motivated with strong work ethic; high ethics and character.
• Maintain 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.

Work environment

• Driving to multiple customer locations throughout the day.
• Lifting up to 50 lbs. without assistance.
• Standing/walking activities during 75% of the normal workday.
• Frequent stooping, bending, and squatting.
• Frequent and repetitive reaching throughout the workday.
• May require twisting activities depending on positioning for job duties.
• Regular use of basic hand tools (drills, screwdrivers, etc.).
• Regular air travel may be required.
• May require use of a ladder or lift to reach devices mounted on roofs, ceilings, or walls.

Schedule

Full-time with flexibility to work varying shifts, overtime, and weekends as necessary. Requires 100% travel (domestic and/or air) within assigned territory or nationally.

Benefits

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan with company match
• Company-provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days