Associate Field Service Technician (South San Antonio)

External•San Antonio, TX

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 installations, support services, and repairs on Toshiba Global Commerce Solutions and non-Toshiba products in retail, retail banking, and small and medium-sized business settings. The technician is accountable for customer satisfaction, service metrics, and operational activities. Work may include product or component exchanges; on-site diagnosis, adjustment, and repair; equipment refurbishment, installation, relocation, or discontinuance; and product engineering, configuration changes, upgrades, and modifications using established procedures and documentation. The technician works under supervision until trained and capable of working independently.

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 required for work outside the assigned 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 provide 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 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 meet the physical demands of the role, including lifting up to 50 pounds without assistance, frequent standing and walking, bending, squatting, reaching, and sometimes twisting; use of a ladder or lift may be required.

Responsibilities

Perform basic repairs and services 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 occasional assistance from more experienced service representatives for difficult repair activities.
Follow established procedures and instructions for routine work, individually or as part of a team.
Travel to customer locations, locally or nationally, to install, relocate, discontinue, engineer, configure, upgrade, or modify retail point-of-sale equipment.
Communicate promptly with customers, management, peers, and team members about work status, potential problems, customer satisfaction, and requests for advice or assistance.
Build positive relationships with product end users and customer project or store management.
Manage service events and complete work to a high-quality and timely standard, meeting customer commitments and minimizing operational disruption.
With assistance, plan, prioritize, and schedule work 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 needed.
Accurately document installation activities in accordance with company standards, using automated systems or established reports, including air travel, calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.