Field Service Technician (Milwaukee)

External•Milwaukee, WI

21d

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, retail banking, and small- and medium-sized business settings. The technician is accountable for customer satisfaction, performance metrics, and operational activities related to service delivery. Work may include product or component exchange, on-site diagnosis, adjustment and repair, refurbishment, installation, relocation, discontinuance, engineering and configuration changes, upgrades, and modifications, using established documentation and procedures. The position operates in an assigned territory and may involve travel to customer locations locally or nationally. The technician installs and services equipment, troubleshoots complex issues, communicates work status and potential problems, maintains customer relationships, documents work and expenses, and manages trunk stock. The schedule is 9 a.m.–6 p.m., with flexibility for overtime, varying shifts, customer needs, and an on-call weekend rotation. Travel may be required 100% of the time, including domestic and air travel. The work is physically demanding and includes driving between customer locations, lifting up to 50 pounds without assistance, standing or walking for much of the workday, frequent bending, stooping, squatting, and reaching, and potentially twisting. Duties may require ladders or lifts to access equipment in ceilings or walls, regular use of hand and electronic testing tools, and regular air travel.

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 necessary 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 broad IT service and support.
Mechanical aptitude and competency in electricity and electronics, including the ability to use test equipment, basic hand tools, electronic testing equipment, and electric meters properly.
Ability to follow written or spoken directions and provide 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 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 meet the physical demands described, including lifting up to 50 pounds without assistance and frequent standing, walking, bending, stooping, squatting, and reaching.

Nice To Haves

IT or technical degree or certificate preferred.

Responsibilities

Operate in the assigned territory and repair and service products.
Install equipment at new or remodeled sites and complete projects and installations without assistance.
Maintain supported equipment at field locations with minimal phone support from associated support areas.
Use client support applications and portals, and troubleshoot and resolve complex problems over the phone with store personnel.
Use established procedures and instructions for routine and repetitive work; work individually or as part of a team and assist less experienced service representatives.
Travel within the assigned territory or nationally to customer locations to install, relocate, discontinue, engineer, configure, 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 in a timely manner.
Build positive relationships with end users and customer project or store management, and provide complete, high-quality, timely technical services that meet commitments and minimize operational disruptions.
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 cost-effectively using approved business tools and respond to schedule changes with minimal notice.
Accurately document installation activities and related air travel, calls, mileage, timecards, and expense reports using automated systems or established reports.
Maintain and manage trunk stock to support customers.
Perform other related duties as assigned.