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. The technician performs a full workload of product installation, support services, and repair on Toshiba Global Commerce Solutions and non‑TOSHIBA retail products in store systems, retail banking, and SMB marketplaces (apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.).

The technician is accountable for customer satisfaction, metrics attainment, and operational activities as required for the services provided.

Candidates must be flexible to work day or afternoon shifts and provide coverage for on‑call/stand‑by rotations for evenings, weekends, and holidays as needed. Availability must align with customer needs.

• Operate in the assigned territory, performing repairs and services on products. Install all equipment in new or remodeled sites independently, handle projects/installs without assistance, and maintain supported equipment with minimal phone support. Demonstrate proficiency in all client support applications and portals, troubleshoot and resolve complex problems over the phone with store personnel, and follow established procedures for routine work.
• Travel within the assigned territory or nationally to customer locations to perform installations, relocations, discontinuances, product‑level engineering, configuration changes, upgrades, or modifications to retail POS equipment.
• Communicate effectively with customers, management, peers, and team members, providing timely status updates, addressing potential problems, and building positive relationships with end users and store management. Demonstrate Toshiba’s service and support methodology to customers.
• Plan, prioritize, and schedule work to meet or exceed customer satisfaction objectives. Arrange travel plans cost‑effectively using approved business tools and adapt to schedule changes with minimal notice. Work varying shifts, including overtime and weekends as necessary.
• Document installation activities accurately according to Toshiba standards, using automated systems and established reports for air travel, calls, mileage, timecards, and expense reports.
• Maintain and manage trunk stock to support all customers.
• Perform other related duties as assigned.

• Drive to multiple customer locations throughout the day.
• Lift up to 50 lbs. without assistance.
• Stand or walk for 75% of the normal workday.
• Engage in stooping, bending, squatting, and twisting with frequency.
• Reach for tasks repeatedly during the workday.
• Use basic hand tools (drills, screwdrivers, etc.) regularly.
• Travel by air may be required.
• Use ladders or lifts to access roof or inside ceiling/wall devices.
• Job is not eligible for immigration/work visa sponsorship.

• High School Diploma with 4+ years of related experience; IT/technical degree or certificate preferred.
• Must be able to travel 100% of the time, domestically and/or by air.
• Operational knowledge of personal computer technology, network infrastructure, flat‑panel TVs & monitors, cash registers / POS equipment, and associated retail devices.
• General knowledge and experience in wall‑to‑wall IT service and support.
• Mechanical aptitude with competency in electricity & electronics, and ability to use test equipment, basic hand tools, electronic testing equipment, and electric meters.
• Follow written or spoken directions and convey information clearly and concisely.
• Strong customer service skills and ability to build working relationships with customers and peers.
• Multitask, prioritize assignments, and work independently.
• Excellent written and oral communication skills, including tact and diplomacy when facing customers.
• Understand the functional use of IT signal and power cables, low‑voltage wiring systems, and perform diagnosis and repair.
• Self‑motivated with a strong work ethic.
• Maintain a professional demeanor, dress, and behavior.
• Problem‑solving and organizational skills.
• Work…