Field Service Technician (Milwaukee)

Toshiba Global Commerce Solutions - External•Milwaukee, WI

21d•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 provides installation, support, and repair services for 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 diagnosis, adjustment, or repair; equipment refurbishment; installation, relocation, or discontinuance; and product engineering, configuration changes, upgrades, or modifications using established documentation and procedures. The position operates within an assigned territory and may require travel to customer locations nationally, including air travel. The schedule is 9 a.m.–6 p.m., with flexibility for overtime and an on-call weekend rotation. Flexibility to meet customer needs is required. The work involves frequent driving between customer sites, regular use of hand tools, and may include air travel and use of ladders or lifts. Physical activities include lifting up to 50 pounds, standing or walking for much of the workday, and frequent bending, squatting, reaching, and potentially twisting. The role may require long hours in a physically demanding environment.

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 the assigned territory.
Operational knowledge of personal computers, 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 provide clear, concise information.
Good customer service skills.
Ability to develop and maintain 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 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, including varying shifts, overtime, and weekends as necessary.
Ability to lift up to 50 pounds without assistance.
Ability to perform frequent standing, walking, bending, squatting, reaching, and potentially twisting.
Ability to use ladders or lifts to access devices on roofs or inside ceilings or walls.
This job opening is not eligible for immigration or work visa sponsorship.

Nice To Haves

IT or technical degree or certificate.

Responsibilities

Repair and service products at customer locations within the assigned territory.
Install equipment at new or remodeled sites and complete projects or 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 with store personnel by phone.
Travel to customer locations to install, relocate, discontinue, engineer, configure, upgrade, or modify retail point-of-sale equipment.
Communicate work status, potential issues, 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, and deliver complete, high-quality technical services on time while 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 customer satisfaction objectives; arrange travel using approved business tools and respond to schedule changes.
Work varying shifts, overtime, and weekends as needed to meet project and customer requirements.
Document installation activities in accordance with Toshiba standards using automated systems or established reports, including air travel, calls, mileage, timecards, and expenses.
Maintain and manage trunk stock to support customers.
Assist less experienced service representatives and work individually or as part of a team.
Perform other related duties as assigned.