Associate Field Service Technician

Toshiba Global Commerce Solutions - External•Columbus, OH

4d•Remote

About The Position

The Associate Field Service Technician maintains retail-store technologies, computer systems, and peripherals in retail and commercial environments. The role performs installation, support, and repair services for Toshiba and non-Toshiba products in retail, banking, and small- and medium-sized business settings. Services may include product or component exchange; on-site diagnosis, adjustment, and repair; equipment refurbishment; installation, relocation, or discontinuance; and product-level engineering, configuration changes, upgrades, or modifications using established documentation and procedures. The technician works under supervision until trained and capable of working independently. The position is accountable for customer satisfaction, service metrics, and operational activities, and may require travel to customer sites, including domestic air travel.

Requirements

High school diploma and at least 2 years of experience in an electronics field.
Ability to travel 100% of the time, domestically and/or by air; air travel may be needed for projects outside an assigned local territory.
Basic knowledge of personal computer technology, network infrastructure, flat-panel TVs and monitors, cash registers and point-of-sale equipment, and related retail and SMB devices such as scanners, handheld devices, kiosks, and printers.
Mechanical aptitude and competency in electricity and electronics, including the ability to use test equipment, basic hand tools, electronic testing equipment, and electric meters properly.
Ability to follow written or spoken directions and communicate information clearly and concisely.
Customer-service skills and the ability to multitask, prioritize assignments, and work independently.
Good written and oral communication skills, including tact and diplomacy when interacting with customers.
Ability to recognize and understand the functional and operational use of IT signal and power cables and low-voltage wiring systems, and to diagnose and repair them.
Self-motivation and a strong work ethic.
High ethical standards and character, with 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, overtime, and weekends as needed.
Ability to lift up to 50 pounds without assistance.
Ability to drive to multiple customer locations throughout the day and, when required, use a ladder or lift to reach equipment mounted on roofs, ceilings, or walls.

Responsibilities

Perform basic repairs and services in an assigned territory, using standard maintenance packages, diagnostics, reference documentation, system tools, and service aids to identify routine problems.
Perform basic diagnostics and repairs, seeking assistance from experienced service representatives when needed for difficult repairs.
Carry out routine work individually or as part of a team, following established procedures and instructions.
Travel to customer locations to install, relocate, discontinue, engineer, configure, upgrade, or modify retail point-of-sale equipment.
Communicate work status, potential problems, customer satisfaction, and requests for advice or assistance to customers, management, peers, and team members.
Manage service events to meet customer commitments, deliver quality service on time, and minimize disruption to customer operations.
Plan, prioritize, and schedule work with assistance to meet or exceed customer service-level objectives.
Arrange travel in a timely and cost-effective manner using approved company tools, and respond to schedule changes with minimal notice.
Document installation and service activities according to company standards, including air travel, service calls, mileage, timecards, and expense reports.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.