Field Service Technician

Toshiba Global Commerce Solutions - External•Midland, TX

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 provides installation, support, and repair services for Toshiba Global Commerce Solutions and non-Toshiba products used in retail stores, retail banking, and small and medium-sized businesses. The technician is accountable for customer satisfaction, service metrics, and operational activities. Work may include product or component exchanges; 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 position operates in an assigned territory and includes travel to customer locations, potentially including domestic air travel. Technicians work independently or as part of a team, communicate with customers and colleagues, document service activities, and manage trunk stock. The role can involve varying shifts, overtime, weekends, long hours, and physically demanding work as project needs dictate.

Requirements

High school diploma and 4 or more years of related experience.
Ability to travel 100% of the time domestically, including air travel; the technician may have a local territory but may travel outside it for installations or other service projects.
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 provide information clearly and concisely.
Good customer service skills.
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 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.

Nice To Haves

IT or technical degree or certificate preferred.

Responsibilities

Repair and service products at customer locations within the assigned territory.
Install equipment at new or remodeled sites and complete installation projects without assistance.
Maintain supported field equipment and troubleshoot complex problems, including remotely with store personnel.
Travel to customer locations for installation, relocation, discontinuance, product engineering, configuration changes, upgrades, and modifications to retail point-of-sale equipment.
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.
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 users.
Plan, prioritize, and schedule work with assistance to meet customer satisfaction objectives.
Arrange cost-effective travel using approved business tools and respond to schedule changes with minimal notice.
Document installation and service activities according to Toshiba standards using automated systems or 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 or repetitive work, and assist less-experienced service representatives.
Perform other related duties as assigned.