Associate Field Service Technician

External•Princeton, NJ

13d•Remote

About The Position

The Associate Field Service Technician maintains retail-store technologies, computer systems, and peripherals in retail and commercial environments. The role performs product installation, support, and repair for Toshiba Global Commerce Solutions and non-Toshiba products across retail, retail banking, and small and medium business environments. 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 engineering, configuration changes, upgrades, or modifications using established procedures and documentation. The successful candidate 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. Work may involve varying shifts, overtime, weekends, long hours, and physically demanding activities. The role is designated remote in the posting, while requiring extensive travel to customer locations.

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 necessary 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 proper use of 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 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 diagnose and repair them.
Self-motivation, a strong work ethic, high ethics 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 and to work varying shifts, overtime, and weekends as needed.
Ability to drive to multiple customer locations throughout the day, lift up to 50 pounds without assistance, and frequently stand, walk, stoop, bend, squat, and reach; twisting may also be required.

Responsibilities

Perform basic product repairs and services, determine problems using standard maintenance packages, diagnostics, reference documentation, system tools, and service aids, and seek assistance with difficult repairs when needed.
Install, relocate, discontinue, refurbish, upgrade, modify, and configure retail point-of-sale equipment and other products.
Communicate work status, potential problems, customer satisfaction, and requests for advice or assistance to customers, management, peers, and team members.
Build positive relationships with end users and customer project or store management.
Manage service events to meet quality and timeliness expectations, customer commitments, and minimize disruption to customer operations.
With assistance, plan, prioritize, and schedule work to meet or exceed customer service-level objectives.
Arrange travel promptly and cost-effectively using approved business tools, and respond to schedule changes with minimal notice.
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.