Associate Field Service Technician

Toshiba Global Commerce Solutions - External•Jackson, MS

15d•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 installs, supports, and repairs Toshiba and non-Toshiba retail products and store systems used in retail, banking, and small and medium-sized businesses. The technician is accountable for customer satisfaction, service metrics, and operational activities. Work may include product or component exchange; on-site diagnosis, adjustment, and repair; equipment refurbishment, installation, relocation, or discontinuance; and product-level engineering, configuration changes, upgrades, and 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 locally or nationally, including regular domestic and air travel. The technician communicates service status and potential problems to customers, management, peers, and team members; manages service events to meet customer commitments; plans and schedules work with assistance; maintains accurate service and expense records; and manages trunk stock. Schedules may vary and may include overtime and weekends. The work is physically demanding and includes driving between customer locations, lifting, standing, walking, bending, reaching, using hand tools and test equipment, and sometimes using ladders or lifts. Toshiba Global Commerce Solutions describes itself as a global retail-solutions company based in Research Triangle Park, North Carolina. This opening is not eligible for immigration or work-visa sponsorship. The position is tagged #remote, although the described duties require extensive travel to customer sites.

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; assignments may be in a local territory, with air travel needed for projects outside the assigned geography.
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 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 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 character, with professional demeanor, dress, and behavior.
Problem-solving and organizational skills.
Ability to work long hours as project needs dictate in a physically demanding environment, including varying shifts, 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, when required, travel by air.
Ability to stand and walk for much of the workday and frequently bend, stoop, squat, reach, and possibly twist while performing duties.
Ability to use ladders or lifts to reach devices mounted on roofs, ceilings, or walls.

Responsibilities

Perform basic repairs and services on products in an assigned territory, using standard maintenance packages, diagnostics, documentation, system tools, and service aids to identify routine problems.
Perform basic diagnostics and repairs, seeking assistance from more experienced service representatives for difficult repairs when needed.
Use established procedures and instructions to complete routine work individually or as part of a team.
Travel to customer locations to install, relocate, discontinue, upgrade, modify, or configure retail point-of-sale equipment and related products.
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 product end users and customer project or store management.
Complete service events 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 using approved business tools and respond to schedule changes.
Document installation and service activities accurately using automated systems or established reports, including travel, calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.