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Associate Field Service Technician
Associate Field Service TechnicianToshiba Global Commerce Solutions - External • Danville, IN, US
Associate Field Service Technician

Associate Field Service Technician

Toshiba Global Commerce Solutions - External • Danville, IN, US
13 hours ago
Job type
  • Full-time
Job description

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 perform product installation, support services and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products, in-store systems, retail banking and SMB marketplaces. The role focuses on customer satisfaction, metrics attainment and operational activities for the services provided. Tasks may include whole product and / or component exchange, on-premises basic diagnostics, adjustment and repair. Refurbishment, installation, relocation, discontinuance, product-level engineering and configuration changes, upgrades and modifications may be performed using established documentation and procedures. The candidate will work under supervision until trained to work independently.

Schedule

Thursday through Monday - 2nd Shift - 12 Noon-8 : 30pm. Flexible to cover on-call / standby on a rotational basis based on customer needs.

Responsibilities

  • Operate in assigned territory performing basic repairs and services on products, including problem determination using established maintenance packages, diagnostics, reference documentation, system tools and service aids. May require occasional assistance for difficult repairs. Work can be performed individually or as part of a team.
  • Travel within the assigned territory or nationally to customer locations for installations, relocation, discontinuance, product-level engineering and configuration changes, upgrades and / or modifications to retail POS equipment.
  • Communicate effectively with customers, management, peers, and team members regarding status, potential problems, customer / store management satisfaction, and to seek assistance. Build positive relationships with product end-users and store / project management.
  • Manage situations to complete service events with high quality and timeliness to meet customer commitments and minimize operational disruptions.
  • With assistance, plan, prioritize and schedule work to meet or exceed customer Service Level objectives. Arrange travel plans in a timely, cost-effective manner using approved tools and respond to schedule changes with minimal notice. Flexibility to work varying shifts, including overtime and weekends as necessary.
  • Ensure installation activities are documented in accordance with Toshiba standards using automated systems and / or established reports (air travel, calls, mileage, timecards, expense reports).
  • Maintain and manage trunk stock to support all customers.
  • Perform other related duties as assigned.

Environmental Conditions

  • Driving to multiple customer locations; lifting up to 50 lbs; standing / walking for ~75% of the workday.
  • Stooping, bending, squatting, reaching, twisting as required. Regular use of basic hand tools. Regular air travel may be required. May need to use a ladder or lift to access devices mounted on roofs or ceilings.

    • Areas of Expertise & Special Skills

  • High School Diploma with 2+ years' experience in electronics or related field.
  • Must be able to travel 100% of the time (domestic and / or air travel). May be assigned to a local territory, but travel may be necessary for installations or service projects outside assigned geography.
  • Basic knowledge of PC technology, network infrastructure, flat panel TVs / monitors, POS equipment, scanners, handheld devices, kiosks, printers and related retail / SMB technologies.
  • Mechanical aptitude with competency in electricity and electronics. Ability to use test equipment and basic hand tools, electronic testing equipment and meters.
  • Ability to follow written or spoken directions and communicate clearly. Strong customer service skills, multitasking and ability to work independently.
  • Good written and spoken communication, tact and diplomacy with customers. Understanding of IT signal and power cables and low voltage wiring systems, with ability to diagnose and repair.
  • Self-motivated with a strong work ethic and professional demeanor. Problem solving and organizational skills. Ability to work long hours in a physically demanding environment and work varying shifts including overtime and weekends.

    • 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 well-known brands. Our in-store solutions support everyday retail interactions across a broad customer base.

    Benefits

    Toshiba Global Commerce Solutions offers a competitive salary and generous benefits package including : Employee Assistance Programs, pre-tax spending accounts, 401(k) with company match, company-provided life insurance, and pet insurance.

    EEO and Diversity

    Toshiba Global Commerce Solutions is an equal opportunity / affirmative action employer. We evaluate 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, sexual orientation, or other protected factors. We consider qualified applicants regardless of criminal histories, in accordance with legal requirements. Reasonable accommodations are available during the employment process upon request.

    Voluntary Self-Identification : For government reporting purposes, candidates may respond to the voluntary self-identification survey. Completion is optional and information is confidential. More details are provided in the related policy sections.

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    Field Service Technician • Danville, IN, US