Field Service Technician

External•Danbury, CT

4d•Remote

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, and repair work on Toshiba Global Commerce Solutions and non-Toshiba products in retail, banking, and small and midsize business settings. The technician is accountable for customer satisfaction, performance metrics, and operational activities related to service delivery. Work may include exchanging products or components; diagnosing, adjusting, and repairing equipment onsite; refurbishing, installing, relocating, or discontinuing equipment; and carrying out product engineering, configuration changes, upgrades, and modifications using established documentation and procedures. The technician operates within an assigned territory and may travel nationally to customer locations. The role requires flexibility for varying shifts, overtime, and on-call coverage during evenings, weekends, and holidays based on client needs. This is a non-exempt hourly position starting at $26.44 per hour. The opening 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 needed 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 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 when dealing 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.
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 stand or walk during approximately 75% of the normal workday; frequent stooping, bending, squatting, and reaching may be required, as well as twisting depending on the work position.
Ability to use ladders or lifts to access devices on roofs or inside ceilings and walls.

Nice To Haves

IT or technical degree or certificate.

Responsibilities

Repair and service products at customer locations in the assigned territory.
Install equipment at new or remodeled sites and complete installation projects independently.
Maintain supported equipment at field locations, using minimal phone support from associated support teams.
Troubleshoot and resolve complex problems, including by phone with store personnel.
Travel to customer locations to install, relocate, discontinue, upgrade, modify, and reconfigure retail point-of-sale equipment and perform product-level engineering changes.
Communicate work status, potential issues, customer satisfaction, and requests for advice or assistance to customers, managers, peers, and team members in a timely manner.
Build positive relationships with product end users and customer project or store management.
Deliver complete, quality, timely technical services that meet customer commitments and minimize operational disruptions.
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 company tools, and respond to schedule changes with minimal notice.
Document installation 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 independently or as part of a team, and assist less experienced service representatives.
Perform other related duties as assigned.