Field Service Technician

External•Midland, TX

3d•Remote

About The Position

The Field Service Technician independently maintains retail-store technologies, computer systems, and peripherals in retail and commercial environments. The role supports Toshiba Global Commerce Solutions and non-Toshiba products in retail, banking, and small- and medium-sized business settings. The technician performs product installation, support, diagnosis, adjustment, repair, exchange, refurbishment, relocation, discontinuance, configuration changes, upgrades, and modifications using established documentation and procedures. The position is accountable for customer satisfaction, service metrics, and operational activities. The technician works in an assigned territory and travels to customer locations, potentially nationally, to perform service and installation work. Duties include documenting service activities, managing trunk stock, communicating with customers and colleagues, and completing work to meet customer commitments while minimizing disruption to customer operations. The role requires independent work, customer service, technical troubleshooting, and flexibility to work varying shifts, overtime, and weekends as needed. The posting states that the opening is not eligible for immigration or work-visa sponsorship.

Requirements

High school diploma and 4 or more years of related experience.
Ability to travel 100% of the time, domestically and/or by air; air travel may be needed for work 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 broad IT service and support.
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 clear, concise information.
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 when working 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.
Ability to maintain 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.
Ability to lift up to 50 pounds without assistance.
Ability to travel to multiple customer locations during the day and regularly use basic hand tools; air travel and use of ladders or lifts may be required.

Nice To Haves

IT or technical degree or certificate preferred.

Responsibilities

Repair and service products at customer locations within an assigned territory.
Install equipment at new or remodeled sites and complete projects and installations independently.
Maintain supported equipment at field locations, using minimal phone support from associated support areas.
Use client support applications and portals, and troubleshoot complex problems over the phone with store personnel.
Travel to customer locations 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, satisfaction, and requests for assistance.
Build positive relationships with product end users and customer project or store management.
Complete technical services accurately, on time, and to quality standards while meeting customer commitments and minimizing 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 or exceed customer satisfaction objectives.
Arrange travel in a timely and cost-effective manner using approved business tools, and respond to schedule changes with minimal notice.
Accurately document installation and service activities using automated systems or established reports, including travel, calls, mileage, timecards, and expense reports.
Maintain and manage trunk stock to support customers.
Work individually or as part of a team and assist less experienced service representatives.
Perform other related duties as assigned.