Field Service Technician

Toshiba Global Commerce Solutions - External•Princeton, NJ

21h•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 product installation, support, and repair for Toshiba Global Commerce Solutions and non-Toshiba products across retail, banking, and small and medium business settings. Services may include whole-product or component exchange; on-site diagnosis, adjustment, and repair; equipment refurbishment, installation, relocation, or discontinuance; and product engineering, configuration changes, upgrades, or modifications using established documentation and procedures. The technician is accountable for customer satisfaction, service metrics, and operational activities. The position operates in an assigned territory and may require domestic travel, including air travel, to customer sites. The technician installs and maintains equipment, troubleshoots complex problems, supports customer personnel, communicates work status and issues, plans and documents service activities, and manages trunk stock. The job may involve varying shifts, overtime, on-call coverage during evenings, weekends, and holidays, and long hours based on customer or project needs. This is a non-exempt hourly role with a starting rate of $28.37 per hour. The position 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, including by air; air travel may be required for work outside the assigned territory.
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 end-to-end 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 information clearly and concisely.
Good customer service skills and the ability to develop positive working relations 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 IT signal and power cables and low-voltage wiring systems, and diagnose and repair them.
Self-motivation and a strong work ethic.
Problem-solving and organizational skills, and the ability to prevent recurring problems.
Professional demeanor, dress, and behavior.
Ability to work long hours as project needs dictate in a physically demanding environment.
Ability to work varying shifts, overtime, and weekends as necessary.
Ability to lift up to 50 pounds without assistance.
Ability to perform frequent standing, walking, stooping, bending, squatting, and reaching; twisting may also be required.

Nice To Haves

IT or technical degree or certificate.

Responsibilities

Operate in an assigned territory and perform repairs and services on products.
Install equipment at new or remodeled sites and complete projects and installations independently.
Maintain supported equipment at field locations with minimal phone support from associated support areas.
Use client support applications and portals, and troubleshoot complex problems over the phone with store personnel.
Use established procedures and instructions for routine work; work independently or as part of a team and assist less experienced service representatives.
Travel within the assigned territory or nationally to customer locations for equipment installation, relocation, discontinuance, product engineering, configuration changes, upgrades, and modifications.
Communicate promptly with customers, management, peers, and team members about work status, potential problems, customer satisfaction, and requests for advice or assistance.
Build positive relationships with end users and customer project or store management, and deliver complete, timely, quality technical services that meet customer commitments and minimize operational disruption.
Explain and demonstrate Toshiba's service and support delivery methodology to end-user customers.
With assistance, plan, prioritize, and schedule work 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.
Work varying shifts, overtime, and weekends as necessary.
Accurately document installation and service activities using automated systems or established reports, including air travel, calls, mileage, timecards, and expense reports.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.