Associate Field Service Technician

Toshiba Global Commerce Solutions - External•Topeka, KS

9h•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 Global Commerce Solutions and non-Toshiba products in retail, retail banking, and small and midsize business settings. Work may include product or component exchange; on-site diagnosis, adjustment, and repair; refurbishment; installation, relocation, and discontinuance; and product-level engineering, configuration changes, upgrades, and modifications using established documentation and procedures. The technician works under supervision until trained to perform the work independently. The position involves serving customers at locations throughout an assigned territory and may require travel nationally, including air travel. The technician is accountable for customer satisfaction, service metrics, and operational activities, and must document work according to company standards. The work can involve varying shifts, overtime, weekends, long hours, and physically demanding tasks. This 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, domestically and/or by air; 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 technologies.
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 provide clear, concise information.
Good customer-service skills and ability to multitask, prioritize assignments, and work independently.
Good written and oral communication skills, including tact and diplomacy 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, 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.
Ability to work varying shifts, including overtime and weekends as needed.

Responsibilities

Perform basic repairs and services on products using standard maintenance procedures, diagnostics, documentation, tools, and service aids; seek assistance with difficult repairs as needed.
Travel to customer locations to install, relocate, discontinue, upgrade, modify, and perform product-level engineering or configuration changes on 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 high-quality work promptly, and minimize disruption to customer operations.
Plan, prioritize, and schedule work with assistance to meet or exceed customer service-level objectives; arrange cost-effective travel and adapt to schedule changes.
Accurately document installation and service activities using company systems and reports, including travel, service calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.