Associate Field Service Technician (South San Antonio)

Toshiba Global Commerce Solutions - External•San Antonio, TX

12h•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 on Toshiba Global Commerce Solutions and non-Toshiba retail products in store systems, retail banking, and small and midsize business settings. The technician is accountable for customer satisfaction, service metrics, and operational activities. Services may include product or component exchange; on-site problem diagnosis, adjustment, or repair; equipment refurbishment, installation, relocation, or discontinuance; and product engineering, configuration changes, upgrades, or modifications using established documentation and procedures. The technician works under supervision until trained and able to work independently. The position operates within an assigned territory and may require travel to customer locations locally or nationally, including regular air travel. It involves physical activity and handling tools and equipment, and may require working varying shifts, overtime, and weekends as project and service needs dictate.

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 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, and related retail and SMB devices such as scanners, handheld devices, kiosks, and printers.
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 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 the functional and operational use of IT signal and power cables and low-voltage wiring systems, and 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 drive to multiple customer locations during the day.
Ability to lift up to 50 pounds without assistance.
Ability to stand or walk during approximately 75% of the normal workday, and to frequently stoop, bend, squat, and reach; twisting may also be required depending on work position.
Ability to use ladders or lifts to reach devices mounted on roofs, ceilings, or walls.

Responsibilities

Perform basic repairs and service 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.
Carry out routine tasks individually or as part of a team, following established procedures and instructions.
Travel to customer locations to install, relocate, discontinue, upgrade, modify, or reconfigure 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.
Build positive relationships with end users and customer project or store management.
Complete service events to a high standard and on time, meeting customer commitments and minimizing operational disruptions.
With assistance, plan, prioritize, and schedule work to meet or exceed customer service-level objectives.
Arrange travel promptly and cost-effectively using approved company tools, and respond to schedule changes with minimal notice.
Document installation activities in accordance with company standards and practices, including travel, service calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.