Associate Field Service Technician

Overview

The Associate Field Service Technician is responsible for maintaining retail store technologies and computer systems and peripherals, within retail store and commercial business environments. They are responsible to perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products and in the store systems, retail banking and SMB marketplaces (i.e., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.). The Associate Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. The services include some or all the following : whole product and / or component exchange and on-premises basic product & store equipment problem diagnosis, adjustment and / or repair. The Associate Field Service Technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and / or modifications, to products using well established documentation and procedures. Candidate will work under supervision until trained and capable of working in an unsupervised fashion.

SCHEDULE : the days and hours for this position are Thursday through Monday - 2nd Shift - 12 Noon-8 : 30pm - this position also requires flexibility to cover on-call / standby coverage in a rotational basis, based on customer needs

Responsibilities

• Operates in assigned territory and performs basic repairs and services on products, including problem determination utilizing well established, standard maintenance packages, diagnostics, reference documentation, system tools and service aids in identifying routine problems. Is also capable of performing a basic level of diagnostics and repair but may require occasional assistance from more experienced SRs to carry out difficult product repair activities. Uses established procedures and / or instructions for repetitive and / or routine work, works on tasks individually or as a part of a team
• May travel within assigned territory or nationally to customer locations to perform installations, relocation, discontinuance, product level engineering and configuration changes, upgrades and / or modifications to retail POS equipment
• Effectively communicates with customers, management, peers, and team members on a timely basis regarding status of work, potential problems, customer / store management satisfaction, and to seek advice and assistance. Builds positive customer relationships with product end-user and customer project and / or store management
• Effectively manages the situation and completes the service event in a high quality and timely manner to meet customer commitments and minimize disruptions to the customer's operations
• With assistance, plans, prioritizes, and schedules work to meet or exceed customer Service Level objectives. Arrange all travel plans in a timely cost-effective manner using company approved business tools and ability to respond to schedule changes with minimal notice. Flexibility to work varying shifts including overtime and weekends as necessary
• Ensure installation activities are accurately documented in accordance with TOSHIBA standards and practices using automated systems and / or established reports. This includes but is not limited to air travel, call, mileage, timecards, and expense reports
• Effectively maintain and manage trunk stock to support all customers
• Perform other related duties as assigned

Environmental Conditions

Areas of Expertise & Special Skills

About the Company

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following :

EEO

Toshiba Global Commerce Solutions is an equal opportunity / affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

J-18808-Ljbffr