Field Service Technician

Field Service Technician

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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 perform 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.

The technician is accountable for customer satisfaction, metrics attainment and operational activities. Services include product/component exchange and on‑premises equipment problem diagnosis, adjustment and/or repair. They may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications using well‑established documentation and procedures.

Work hours and days will be 12:30‑9 pm Sun‑Thu (with off‑days Fri/Sat). Flexibility required for on‑call/stand‑by in a rotational basis for evenings, weekends and holidays. Availability based on customer needs.

• Operate in assigned territory and perform repairs and services on products, independently installing new or remodeled sites without assistance and handling all projects/installs.
• Travel within 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 on a timely basis regarding status of work, potential problems, customer/store management satisfaction and to seek advice and assistance.
• Plan, prioritize and schedule work to meet or exceed customer satisfaction objectives, arrange all travel plans in a timely cost‑effective manner using company approved business tools and 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.
• Effectively maintain and manage trunk stock to support all customers.
• Perform other related duties as assigned.

• Driving to multiple customer locations throughout the day.
• Lifting to 50 lbs without assistance.
• Standing/Walking activities encountered during 75 % of the normal workday.
• Stooping/Bending/Squatting activities frequent.
• Reaching activities conducted frequently and repetitively.
• Twisting activities may be required.
• 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 ceiling/wall devices.

• 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.
• 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.
• Mechanical aptitude with competency in electricity & electronics and ability to use test equipment, basic hand tools, electronic testing equipment and electric meters.
• Good Customer Service skills essential; ability to multitask, prioritize assignments and work independently.
• Strong written and oral communication skills including tact and diplomacy when facing customers.
• Self‑motivated and strong work ethic; willing to work long hours as project needs dictate in a physically demanding environment.
• Ability to work varying shifts including overtime and weekends as necessary.

Toshiba Global Commerce Solutions is a dynamic billion‑dollar global company based in Research Triangle Park, NC, providing retail store…