Field Service Technician

POSITION SUMMARY:

The Field Service Technician is responsible for working independently and 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 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 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.

SCHEDULE: Work hours and days will be 12:30-9pm Sun to Thurs (with off-days being Fri/Sat) - flexibility is required to help with team coverage for on-call/stand by in a rotational basis for evenings weekends and holidays and be available based on customer needs

RESPONSIBILITIES:

• Operates in assigned territory and performs repairs and services on products. Can install all equipment in new and/or remodeled sites without assistance can handle all projects/installs without assistance performs maintenance on all supported equipment at field locations with minimal phone support from all associated support areas proficient knowledge and use of all client support applications and portals able to troubleshoot and fix complex problems over the phone with store personnel uses established procedures and/or instructions for repetitive and/or routine work works on tasks individually or as a part of a team and aids less experienced service representatives
• 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 operates responsibilities efficiently and/or performs technical services in a complete quality and timely manner to meet customer commitments and minimize disruptions to the customers operation has a good understanding of and can both articulate & demonstrate to end-user customers TOSHIBAs service and support delivery methodology
• With assistance plans prioritizes and schedules work to meet or exceed customer satisfaction 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:

• Driving to multiple customer locations throughout the day
• Lifting to 50 lbs. without assistance
• Standing/Walking activities are encountered during 75% of the normal workday
• Stooping/Bending/Squatting activities are encountered on a frequent basis
• Reaching activities are conducted on a frequent and repetitive basis throughout the workday
• An individual may be required to perform twisting activities dependent on the type of position he need to place himself in while performing his/her job duties
• Regular use of basic hand tools (drills screwdrivers etc.)
• Regular air travel may be required
• Use of ladders or lifts to access roof or inside celling / wall devices

AREAS OF EXPERTISE & SPECIAL SKILLS:

• High School Diploma with 4 years of related experience IT/Technical degree or certificate preferred
• Must be able to travel 100% of the time domestic and/or air travel. May be assigned to a specific local territory but air travel may be necessary for installations or other service delivery projects outside assigned geography
• Possesses operational knowledge of personal computer technology network infrastructure flat panel TVs & monitors cash registers / point-of-sale equipment and associated retail devices
• Demonstrates general knowledge and experience in wall-to-wall IT service and support
• The position requires a mechanical aptitude with competency in electricity & electronics and the ability to properly use test equipment basic hand tools electronic testing equipment and electric meters
• Must possess the ability to follow written or spoken directions and to provide information in a clear and concise manner
• Good Customer Service skills are essential
• Develops skills in maintaining good working relations with customers and peers
• Ability to multitask prioritize assignments and work independently
• Must have good written and oral communication skills including tact and diplomacy when facing customers
• The individual must be able to recognize and understand the functional and operational use of IT signal and power cables as well as low voltage wiring systems and to perform diagnosis and repair thereof
• Self-motivated and strong work ethic
• Ensures that solutions to todays problems do not become tomorrows
• Maintain a professional demeanor dress and behavior
• 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

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 Lowes Foods earned fuel rewards at Kroger or just paid for purchases at retailers such as Walmart Michaels Carrefour The Gap Calvin Klein Boots Cencosud BJs or Costco These are just a few examples of our in-store solutions and impressive customer base that made us the worlds 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 lets get together to drive the new economy.

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

• Group health coverage (medical dental & vision)
• Employee Assistance Programs
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule paid vacation & sick/personal days

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.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email to request an accommodation

DIVERSITY EQUITY & INCLUSION:

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore were committed to Diversity Equity and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach Foster Belonging Unleash Opportunity Diverse Cultural Engagement and Culture of Transparency). Were passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

#remote

Required Experience:

IC