Field Service Technician

Toshiba Global Commerce Solutions - External•Vancouver, WA

15d•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 performs product installation, support, and repair for Toshiba Global Commerce Solutions and non-Toshiba products across retail, banking, and small-business settings. The technician is accountable for customer satisfaction, service metrics, and operational activities. Work may include product or component exchange; on-site diagnosis, adjustment, and repair; equipment refurbishment, installation, relocation, or discontinuance; and product engineering, configuration changes, upgrades, and modifications following established documentation and procedures. The position operates in an assigned territory and requires travel to customer locations, including possible domestic air travel. The technician installs and maintains supported equipment, troubleshoots complex problems, communicates with customers and colleagues, documents work, manages trunk stock, and assists less-experienced service representatives. Work may involve varying shifts, overtime, evenings, weekends, and holidays according to project or client needs. The role is non-exempt and hourly, starting at $28.37 per hour. It is not eligible for immigration or work-visa sponsorship. The work takes place at customer sites and involves frequent driving between locations, regular use of basic hand tools and test equipment, and potentially use of ladders or lifts to access devices. Physical demands include lifting up to 50 pounds without assistance, standing or walking for much of the workday, and frequent bending, squatting, reaching, and potentially twisting.

Requirements

High school diploma and at least 4 years of related experience.
Ability to travel 100% of the time, domestically and/or by air; the role may involve local territory assignments as well as travel outside the assigned geography.
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 clear, concise information.
Good customer service skills and the ability to maintain effective 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 working 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, including ensuring solutions do not create future problems.
Professional demeanor, dress, and behavior.
Ability to work long hours as project needs dictate in a physically demanding environment, and varying shifts including overtime and weekends as necessary.
Ability to lift up to 50 pounds without assistance.
Ability to drive between multiple customer locations, use ladders or lifts, and meet the physical demands described in the posting.

Nice To Haves

IT or technical degree or certificate.

Responsibilities

Operate within an assigned territory and repair and service products at customer locations.
Install equipment at new or remodeled sites and complete installations or projects independently.
Maintain supported equipment at field locations with minimal phone support; troubleshoot and resolve complex problems, including over the phone with store personnel.
Travel to customer locations to install, relocate, discontinue, engineer, reconfigure, upgrade, or modify 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.
Build positive relationships with product end users and customer project or store management.
Deliver complete, high-quality, timely technical services that meet customer commitments and minimize disruptions 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 customer satisfaction objectives; arrange travel using approved business tools and respond to schedule changes.
Work varying shifts and overtime, including weekends, as needed.
Accurately document installation activities and related travel, service calls, mileage, timecards, and expenses using automated systems or established 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.