Associate Field Service Technician

External•Denver, CO

7d•Onsite

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 retail products across retail store systems, 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, and repair of products and store equipment; equipment refurbishment; installation, relocation, and discontinuance; and product-level engineering, configuration changes, upgrades, and modifications using established documentation and procedures. The candidate works under supervision until trained and capable of working independently. This is a non-exempt, hourly role starting at $25 per hour. The position 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; the role may involve assignment to a local territory, with air travel for installations or other service 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 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 interacting 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, and 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

Perform basic repairs and services on products, using standard maintenance packages, diagnostics, documentation, system tools, and service aids to identify routine problems.
Perform basic diagnostics and repairs, seeking occasional assistance from more experienced service representatives for difficult repairs.
Complete repetitive or routine tasks using established procedures or instructions, independently or as part of a team.
Travel within an assigned territory or nationally to customer locations to install, relocate, discontinue, upgrade, modify, or reconfigure 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 product end users and customer project or store management.
Manage service events and complete work to a high standard and on time, meeting customer commitments while minimizing disruption to customer operations.
Plan, prioritize, and schedule work with assistance to meet or exceed customer service-level objectives.
Arrange travel in a timely and cost-effective manner using approved company tools, and respond to schedule changes with minimal notice.
Work varying shifts, including overtime and weekends, as necessary.
Accurately document installation and service activities 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.