Associate Field Service Technician

External•Topeka, KS

18h•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 product installation, support, and repair for Toshiba and non-Toshiba products in 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; on-site diagnosis, adjustment, or repair; equipment refurbishment; installation, relocation, and 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 and may receive assistance from more experienced service representatives on difficult repairs. The position operates in an assigned territory and requires travel to customer locations, potentially including domestic air travel and assignments beyond the local territory. Work may involve varying shifts, overtime, weekends, long hours, and physically demanding conditions. The role 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 required for service projects outside the assigned 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 technologies.
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 information clearly and concisely.
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 working with customers.
Ability to recognize and understand 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 professional demeanor, dress, and behavior.
Problem-solving and organizational skills.
Ability to work long hours as project needs dictate in a physically demanding environment, and varying shifts including 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 perform frequent standing, walking, stooping, bending, squatting, reaching, and, as needed, twisting.

Responsibilities

Perform basic repairs and services on products, determining routine problems using standard maintenance packages, diagnostics, documentation, system tools, and service aids.
Perform product diagnosis and repair, seeking assistance from more experienced service representatives when needed for difficult repair activities.
Install, relocate, discontinue, upgrade, modify, and configure retail point-of-sale equipment and other products at customer locations.
Communicate work status, potential problems, customer satisfaction, and requests for assistance to customers, management, peers, and team members.
Build positive relationships with product end users and customer project or store management.
Manage service events to meet customer commitments, provide quality service, and minimize disruption to customer operations.
Plan, prioritize, and schedule work with assistance to meet or exceed customer service-level objectives.
Arrange travel plans using approved business tools and respond to schedule changes with minimal notice.
Document installation and service activities in accordance with company standards, including air travel, calls, mileage, timecards, and expense reports.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.