Field Service Technician

Toshiba Global Commerce Solutions - External•Danbury, CT

4d•Onsite

About The Position

The Field Service Technician works independently to maintain retail store technologies, computer systems, and peripherals in retail and commercial business environments. The role performs installation, support, repair, diagnosis, adjustment, and component or whole-product exchange for Toshiba Global Commerce Solutions and non-Toshiba retail products, including equipment used in retail stores, retail banking, and small and medium-sized businesses. Additional work may include equipment refurbishment, installation, relocation, discontinuance, product-level engineering, configuration changes, upgrades, and modifications using established documentation and procedures. The technician is accountable for customer satisfaction, service metrics, and related operational activities. The role operates in an assigned territory and may require travel to customer locations locally or nationally, including regular air travel. The technician handles installations and repairs, communicates work status and potential issues, documents service activities, manages trunk stock, and adjusts plans to meet customer needs. This is a non-exempt hourly role starting at $26.44 per hour. Flexibility is required for overtime and on-call coverage during evenings, weekends, holidays, or as client needs dictate.

Requirements

High school diploma and 4 or more years of related experience.
Ability to travel 100% of the time, domestically and/or by air; may be assigned to a local territory but may travel outside it for installations or other service projects.
Operational knowledge of personal computer technology, network infrastructure, flat-panel TVs and monitors, cash registers and 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 use test equipment, basic hand tools, electronic testing equipment, and electric meters properly.
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 interacting with customers.
Ability to recognize and understand the functional and operational use of IT signal and power cables and low-voltage wiring systems, and to diagnose and repair them.
Self-motivation and a strong work ethic.
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 necessary.
Ability to lift up to 50 pounds without assistance.
Ability to regularly use basic hand tools and use ladders or lifts to access roof or inside-ceiling and wall devices.

Nice To Haves

IT or technical degree or certificate.

Responsibilities

Operate in an assigned territory and perform product repairs and services.
Install equipment at new or remodeled sites and handle projects and installations independently.
Maintain supported equipment in the field with minimal phone support; troubleshoot complex problems, including with store personnel over the phone.
Travel within the assigned territory or nationally to perform installations, relocations, discontinuances, product-level engineering, configuration changes, upgrades, and modifications 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, customer project managers, and store management, and deliver complete, quality, timely services that meet commitments and minimize disruption to customer operations.
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 using approved business tools and respond to schedule changes with minimal notice.
Work varying shifts, overtime, and weekends as necessary.
Accurately document installation and service activities using automated systems or established reports, including air travel, service calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Use established procedures and instructions for routine work, work individually or as part of a team, and assist less experienced service representatives.
Perform other related duties as assigned.