Field Service Technician

This job opening is not eligible for immigration/work visa sponsorship.

About the role

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 product installation, support services, and repair on Toshiba Global Commerce Solutions and non-Toshiba retail products in store systems, retail banking, and SMB marketplaces (e.g., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms). The role focuses on customer satisfaction, metrics attainment, and operational activities.

Responsibilities include whole product and/or component exchange, on-premises problem diagnosis, adjustment, repair, equipment refurbishment, installation, relocation, discontinuance, and product-level engineering and configuration changes using established documentation and procedures.

Responsibilities

• Operate in an assigned territory to perform repairs and services on products, including installations in new or remodeled sites without assistance.
• Handle projects and installations independently, perform maintenance on supported equipment with minimal phone support, and use client support applications and portals proficiently.
• Troubleshoot and resolve complex problems over the phone with store personnel using established procedures.
• Travel within assigned territory or nationally to perform installations, relocations, discontinuances, and upgrades to retail POS equipment.
• Communicate effectively with customers, management, peers, and team members regarding work status, potential problems, and customer satisfaction.
• Build positive customer relationships and perform technical services efficiently to meet customer commitments.
• Plan, prioritize, and schedule work to meet customer satisfaction objectives, including arranging travel plans cost-effectively.
• Respond to schedule changes with minimal notice and work varying shifts, including overtime and weekends as necessary.
• Document installation activities accurately according to Toshiba standards, including air travel, calls, mileage, timecards, and expense reports.
• Maintain and manage trunk stock to support all customers.
• Perform 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 during 75% of the normal workday.
• Stooping, bending, and squatting activities encountered frequently.
• Reaching activities conducted frequently and repetitively.
• Twisting activities may be required depending on job duties.
• Regular use of basic hand tools (drills, screwdrivers, etc.).
• Regular air travel may be required.
• Use of ladders or lifts to access roof or ceiling/wall devices.

Requirements

• 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 specific local territory but may require air travel for installations or service delivery projects outside the assigned geography.
• Operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers/point-of-sale equipment, and associated retail devices.
• General knowledge and experience in wall-to-wall IT service and support.
• Mechanical aptitude with competency in electricity & electronics, and ability to use test equipment, basic hand tools, electronic testing equipment, and electric meters.
• Ability to follow written or spoken directions and provide clear, concise information.
• Strong customer service skills and ability to maintain good working relations with customers and peers.
• 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 IT signal and power cables, low voltage wiring systems, and perform diagnosis and repair.
• Self-motivated with a strong work ethic and problem-solving skills.
• Ability to work long hours in a physically demanding environment, including overtime and weekends as necessary.

Pay

This is an hourly, non-exempt role (eligible for overtime) starting at $28.37/hr., with potential increases based on relevant experience.

Benefits

• Group health coverage (medical, dental, & vision).
• Employee Assistance Programs.
• Company-provided life insurance.
• Employee discounts.
• Generous paid holiday schedule, paid vacation, and sick/personal days.

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 well-known brands. The company is the world's installed market share leader in retail solutions, serving customers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, and Costco. Toshiba Global Commerce Solutions is committed to driving the future of retail with a vision of seamless, participatory shopping experiences.