Associate Field Service Technician (South Houston)

About the role

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 and in the store systems, retail banking and SMB marketplaces (e.g., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms). 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 Associate Field Service 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.

Responsibilities

• Operates in assigned territory and performs basic repairs and services on products, including problem determination utilizing standard maintenance packages, diagnostics, reference documentation, system tools and service aids in identifying routine problems
• Performs a basic level of diagnostics and repair but may require occasional assistance from more experienced technicians for 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
• Travels 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
• 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 all travel plans in a timely cost-effective manner using company approved business tools; responds to schedule changes with minimal notice
• Ensures installation activities are accurately documented in accordance with TOSHIBA standards and practices using automated systems and/or established reports, including air travel, call, mileage, timecards, and expense reports
• Maintains and manages trunk stock to support all customers

Environmental Conditions

• Driving to multiple customer locations throughout the day
• Lifting up 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.)
• Air travel may be required
• May be required to use a ladder or lift to reach devices mounted on roofs or inside on the ceiling/walls

Requirements

• High School Diploma with 2+ years’ experience in an Electronics field
• Must be able to travel 100% of the time, including 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 & other related 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 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
• 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 a strong work ethic; displays high ethics and character relative to the position
• Maintains a professional demeanor, dress, and behavior
• Strong problem solving and organizational skills
• Ability to work long hours as project needs dictate in a physically demanding environment

Schedule

This is a non-exempt hourly position with hours from 11am–8pm Sunday through Thursday. Flexibility is required to work overtime as customer needs dictate and to cover on-call coverage in a rotation for days/evenings, weekends and holidays as necessary.

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 and sick/personal days