Field Service Technician

External•Vancouver, WA

15d•Onsite

About The Position

The Field Service Technician independently maintains retail store technologies, computer systems, and peripherals in retail and commercial business environments. The role provides installation, support, and repair services for Toshiba Global Commerce Solutions and non-Toshiba products across retail, retail banking, and small and medium business markets. Services may include product or component exchange; on-site diagnosis, adjustment, and repair; equipment refurbishment, installation, relocation, and discontinuance; and product engineering, configuration changes, upgrades, and modifications using established documentation and procedures. The technician is accountable for customer satisfaction, performance metrics, and operational requirements. The position works in an assigned territory and involves travel to customer sites, potentially including national travel and air travel. The technician works independently or as part of a team, handles installations and repairs, communicates with customers and colleagues, documents work using company systems, manages trunk stock, and plans work and travel to meet customer needs. This non-exempt, hourly position starts at $28.37 per hour. Flexibility is required for overtime and on-call coverage during evenings, weekends, holidays, or as client needs dictate. The role is not eligible for immigration or work visa sponsorship.

Requirements

High school diploma and at least 4 years of related experience.
Ability to travel 100% of the time, domestically and/or by air; air travel may be required for projects outside an assigned local territory.
Operational knowledge of personal computer technology, network infrastructure, flat-panel TVs and monitors, cash registers, point-of-sale equipment, and associated retail devices.
General knowledge and experience in IT service and support.
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 ability to develop good working relationships with customers and peers.
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, problem-solving skills, and organizational skills.
Ability to work long hours as project needs dictate in a physically demanding environment, including varying shifts, overtime, and weekends as necessary.
Professional demeanor, dress, and behavior.
Ability to lift up to 50 pounds without assistance; frequent standing, walking, stooping, bending, squatting, reaching, and potentially twisting are required.

Nice To Haves

IT or technical degree or certificate preferred.

Responsibilities

Perform repairs and services on products within an assigned territory.
Install equipment at new and remodeled sites and handle projects and installations without assistance.
Maintain supported equipment at field locations, using minimal phone support from associated support areas.
Use client support applications and portals and troubleshoot complex problems with store personnel by phone.
Travel to customer locations to install, relocate, discontinue, upgrade, modify, or make engineering and configuration changes to 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 end users and customer project or store management, and provide complete, timely, quality technical services that meet commitments and minimize operational disruption.
Explain and demonstrate Toshiba's service and support delivery methodology to end-user customers.
Plan, prioritize, and schedule work with assistance to meet customer satisfaction objectives; arrange travel cost-effectively and respond to schedule changes with minimal notice.
Document installation activities and related travel, calls, mileage, timecards, and expenses in accordance with company standards and practices.
Maintain and manage trunk stock to support customers.
Assist less experienced service representatives.
Perform other related duties as assigned.