Field Service Technician (Milwaukee)

This position is not eligible for immigration or work visa sponsorship.

About the role

The Field Service Technician works independently to maintain retail store technologies, computer systems, and peripherals in retail and commercial business environments. The role covers 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 (apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.). 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 technician may also perform equipment refurbishment, installation, relocation, discontinuance, product‑level engineering and configuration changes, upgrades, and/or modifications using established documentation and procedures.

Schedule

Standard schedule is 9 am–6 pm with flexibility to work overtime as needed and participate in an on‑call rotation for weekend coverage. Flexibility to meet customer needs is required.

Responsibilities

• Operate in assigned territory and perform repairs and services on products.
• Install all equipment in new and/or remodeled sites without assistance; handle all projects/installs independently.
• Perform maintenance on all supported equipment at field locations with minimal phone support from associated support areas.
• Demonstrate proficient knowledge and use of all client support applications and portals.
• Troubleshoot and fix complex problems over the phone with store personnel.
• Use established procedures and/or instructions for repetitive and/or routine work.
• Work on tasks individually or as part of a team and aid less experienced service representatives.
• 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 on a timely basis 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.
• Operate responsibilities efficiently and/or perform technical services in a complete, quality, and timely manner to meet customer commitments and minimize disruptions to the customer’s operation.
• Articulate and demonstrate Toshiba’s service and support delivery methodology to end‑user customers.
• With assistance, plan, prioritize, and schedule work to meet or exceed customer satisfaction objectives; arrange all travel plans in a timely, cost‑effective manner using company‑approved business tools and respond to schedule changes with minimal notice.
• Ensure installation activities are accurately documented in accordance with Toshiba standards and practices 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 4+ years of related experience; IT/technical degree or certificate preferred.
• 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 other service delivery projects outside 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; 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; ability to develop and maintain good working relations with customers and peers.
• Ability to multitask, prioritize assignments, and work independently.
• Strong 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; ensures that solutions to today’s problems do not become tomorrow’s.
• 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 necessary.

Working 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 positioning for 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 inside ceiling/wall devices.

Benefits

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

Company overview

Toshiba Global Commerce Solutions is a dynamic billion‑dollar global company based in Research Triangle Park, NC, providing retail store solutions to major brands worldwide. The company’s in‑store solutions power self‑checkout, fuel rewards, and payment systems for retailers such as Lowe’s Foods, Kroger, Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, and Costco, making Toshiba the world’s installed market‑share leader. The company’s “Together Commerce” vision focuses on a seamless, two‑way, participatory shopping experience.