Associate Field Service Technician

External•Jackson, MS

13d

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 used 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; basic on-site diagnosis, adjustment, and repair; equipment 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 and capable of working independently. The role operates in an assigned territory and may involve travel to customer sites, including domestic and air travel. Work can take place in physically demanding conditions, including driving between customer locations, lifting, standing, walking, bending, reaching, and occasionally using a ladder or lift. The schedule may vary and may include overtime and weekends as needed. Toshiba Global Commerce Solutions provides retail store solutions to customers worldwide. The company describes its culture through a commitment to diversity, equity, and inclusion and its five core principles: Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement, and Culture of Transparency.

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 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.
Ability to properly use test equipment, basic hand tools, electronic testing equipment, and electric meters.
Ability to follow written or spoken directions and communicate information clearly and concisely.
Good customer service skills.
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 appropriate to the position.
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 lift up to 50 pounds without assistance.
Ability to drive to multiple customer locations throughout the day.
Ability to stand and walk during a substantial portion of the workday and frequently bend, stoop, squat, reach, and potentially twist while performing job duties.
Ability to use a ladder or lift when needed to reach equipment mounted on roofs, ceilings, or walls.

Responsibilities

Perform basic repairs and services on products, using standard maintenance packages, diagnostics, reference documentation, system tools, and service aids to identify routine problems.
Conduct basic diagnostics and repairs, seeking occasional assistance from experienced service representatives for difficult repairs.
Follow established procedures and instructions for routine and repetitive work, individually or as part of a team.
Travel to customer locations, potentially within the assigned territory or nationally, to install, relocate, discontinue, upgrade, modify, and configure 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 in a timely manner.
Build positive relationships with end users, customer project managers, and store management.
Manage service events and complete work to a high standard and on time, meeting customer commitments and minimizing disruption to customer operations.
Plan, prioritize, and schedule work with assistance to meet or exceed customer service-level objectives.
Arrange travel promptly and cost-effectively using company-approved business tools, and respond to schedule changes with minimal notice.
Document installation activities in accordance with company standards and practices using automated systems or established reports, including air travel, service calls, mileage, timecards, and expense reports.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.