Field Service Technician

Toshiba Global Commerce Solutions - External•Nashville, TN

6h•Remote

About The Position

The Field Service Technician works independently to maintain retail store technologies, computer systems, and peripherals in retail and commercial environments. The role provides installation, support, diagnosis, adjustment, repair, refurbishment, relocation, discontinuance, engineering, configuration, upgrade, and modification services for Toshiba and non-Toshiba retail products and store systems, including point-of-sale equipment. The technician is accountable for customer satisfaction, service metrics, and operational activities, using established documentation and procedures. The technician works in an assigned territory and travels to customer sites, potentially nationally, to complete service projects. The role requires effective communication with customers, management, peers, and team members; accurate service and travel documentation; management of trunk stock; and flexibility to accommodate schedule changes, varying shifts, overtime, and weekends as needed. The posting also states that the role 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 required 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 wall-to-wall 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 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.
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 maintain a professional demeanor, dress, and behavior.
Ability to lift up to 50 pounds without assistance.

Nice To Haves

IT or technical degree or certificate.

Responsibilities

Perform repairs and services on products at customer locations within the 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 with store personnel by phone.
Travel to customer locations to install, relocate, discontinue, engineer, configure, upgrade, and modify retail point-of-sale equipment.
Communicate work status, potential problems, customer satisfaction, and requests for assistance to customers, management, peers, and team members.
Build positive relationships with end-user customers and customer project or store management.
Deliver complete, quality, timely technical services that meet customer commitments and minimize disruption to customer operations.
Explain and demonstrate Toshiba's service and support delivery methodology to end-user customers.
Plan, prioritize, schedule, and adjust work to meet customer satisfaction objectives.
Arrange travel in a timely and cost-effective manner using approved business tools.
Document installation and service activities according to Toshiba standards using automated systems or established reports, including air travel, calls, mileage, timecards, and expense reports.
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.