Associate Field Service Technician

External•Columbus, OH

3d•Remote

About The Position

The Associate Field Service Technician maintains retail store technologies, computer systems, and peripherals in retail and commercial business environments. The role performs installations, support services, and repairs on Toshiba Global Commerce Solutions and non-Toshiba products across retail, retail banking, and small- and medium-sized business settings. The technician is accountable for customer satisfaction, service metrics, and operational activities. Services may include product or component exchange; basic 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 to work independently. The position operates in an assigned territory and may require travel to customer sites, including domestic air travel and travel outside the assigned geography. It involves physically demanding work, driving to multiple locations, and regular use of hand and electronic testing tools. Work schedules may vary and may include overtime and weekends. The posting states that the opening is not eligible for immigration or work visa sponsorship.

Requirements

High school diploma and at least 2 years of experience in an electronics field.
Ability to travel 100% of the time, including domestic and air travel; air travel may be needed for work 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, scanners, handheld devices, kiosks, printers, and related retail and SMB products.
Mechanical aptitude and competency in electricity and electronics.
Ability to use test equipment, basic hand tools, electronic testing equipment, and electric meters properly.
Ability to follow written or spoken directions and provide clear, concise information.
Good customer service skills and the ability to multitask, prioritize assignments, and work independently.
Good written and oral communication skills, including tact and diplomacy when dealing with customers.
Ability to recognize and understand IT signal and power cables and low-voltage wiring systems, and diagnose and repair them.
Self-motivation and a strong work ethic.
High ethical standards and character; 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.
Ability to drive to multiple customer locations during the day, lift up to 50 pounds without assistance, and perform frequent standing, walking, stooping, bending, squatting, and reaching.
Ability to perform twisting activities as required by job tasks and use a ladder or lift to reach equipment mounted on roofs, ceilings, or walls.

Responsibilities

Perform basic repairs and services on retail products using standard maintenance packages, diagnostics, documentation, system tools, and service aids.
Diagnose routine problems and carry out basic repairs, seeking assistance from more experienced service representatives for difficult repairs when needed.
Perform product installations, relocations, discontinuances, product-level engineering and configuration changes, upgrades, and modifications at customer locations.
Communicate work status, potential problems, customer satisfaction, and requests for assistance to customers, management, peers, and team members in a timely manner.
Build positive relationships with product end users and customer project or store management.
Complete service events to a high quality and on time, meeting customer commitments while minimizing disruptions 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 activities and service work according to company standards using automated systems or established reports, including air travel, calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.