Job Title: Associate Field Service Technician - Installation Services
Introduction:
The Associate Field Service Technician is 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.). They are responsible for
maintaining retail store technologies, computer systems and peripherals,
within retail store and commercial business environments. 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.
Salary Range: $25/hr.
Responsibilities:
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 freelance 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
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 operation
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.
Required Skills:
High School Diploma or equivalent experience.
2+ years' experience in electronic repair.
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 basic knowledge of personal computer technology, network
infrastructure, flat panel TVs & monitors, cash registers /
point-o -sale equipment, and associated retail devices to include
scanners, handheld devices, kiosks, printers & other related and
similar retail, and SMB product technologies.
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. 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
Display high ethics and character relative to the position
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
Preferred Skills:
Experience repairing Point-of-Sale (POS) machines.
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 Lowe's Foods, earned fuel rewards at Kroger, or just