Associate Field Service Technician

POSITION SUMMARY

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.

• 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

• 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 they need to place themselves in while performing his/her job duties
• Regular use of basic hand tools (drills, screwdrivers, etc.)
• Regular air travel may be required
• An individual will at time be required to use a ladder or lift to reach devices mounted on roofs or inside on the ceiling / walls
• This job opening is not eligible for immigration/work visa sponsorship