Associate Field Service Technician

Toshiba Global Commerce Solutions - External•Fairfax, VA

About The Position

The Associate Field Service Technician is responsible for maintaining retail store technologies and computer systems and peripherals, within retail store and commercial business environments. They are responsible to perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products and in the store systems, retail banking and SMB marketplaces (i.e., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.). The Associate Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. The services include some or all the following: whole product and/or component exchange and on-premises basic product & store equipment problem diagnosis, adjustment and/or repair. The Associate Field Service Technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using well established documentation and procedures. Candidate will work under supervision until trained and capable of working in an unsupervised fashion.

Requirements

High School Diploma with 2+ years’ experience in an Electronics field
Must be able 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
Possesses basic knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers / point-of-sale equipment, and associated retail devices to include scanners, handheld devices, kiosks, printers & other related and similar retail, and SMB product technologies
The position requires a mechanical aptitude with competency in electricity & electronics, and the ability to properly use test equipment, basic hand tools, electronic testing equipment and electric meters
Must possess the ability to follow written or spoken directions and to provide information in a clear and concise manner
Good Customer Service skills are essential. Ability to multitask, prioritize assignments and work independently
Must have good written and oral communication skills including tact and diplomacy when facing customers
The individual must be able 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 and strong work ethic
Display high ethics and character relative to the position
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

Responsibilities

Operates in assigned territory and performs basic repairs and services on products, including problem determination utilizing well established, standard maintenance packages, diagnostics, reference documentation, system tools and service aids in identifying routine problems. Is also capable of performing a basic level of diagnostics and repair but may require occasional assistance from more experienced SRs to carry out difficult product repair activities. Uses established procedures and/or instructions for repetitive and/or routine work, works on tasks individually or as a part of a team
May travel within assigned territory or nationally to customer locations to perform installations, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications to retail POS equipment
Effectively communicates with customers, management, peers, and team members on a timely basis regarding status of work, potential problems, customer/store management satisfaction, and to seek advice and assistance. Builds positive customer relationships with product end-user and customer project and/or store management
Effectively manages the situation and completes the service event in a high quality and timely manner to meet customer commitments and minimize disruptions to the customer's operations
With assistance, plans, prioritizes, and schedules work to meet or exceed customer Service Level objectives. Arrange all travel plans in a timely cost-effective manner using company approved business tools and ability to respond to schedule changes with minimal notice. Flexibility to work varying shifts including overtime and weekends as necessary
Ensure installation activities are accurately documented in accordance with TOSHIBA standards and practices using automated systems and/or established reports. This includes but is not limited to air travel, call, mileage, timecards, and expense reports
Effectively maintain and manage trunk stock to support all customers
Perform other related duties as assigned