Associate Field Service Technician

Toshiba Global Commerce Solutions - External; Princeton (NJ); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Employee Assistance Programs

Pre-tax spending accounts

401(k) plan (with company match)

Company-provided life insurance

Pet Insurance

Job summary

Toshiba Global Commerce Solutions is seeking an Associate Field Service Technician to maintain and repair retail store technologies and related systems in store environments. You will install, support, and service Toshiba and non-TOSHIBA retail products, ensuring customer satisfaction and on-time delivery.

This role requires ability to travel, lift up to 50 lbs, and work varied hours including overtime. You will document activities, coordinate with customers, and perform refurbishments and

Qualifications

• High School Diploma required with 2+ years’ electronics or related field experience.
• Ability to travel 100% domestically for installations or service delivery outside geography.
• Strong customer service, communication, and multitasking skills.

Responsibilities

• Operate in assigned territory performing basic repairs and services on products.
• Travel within territory or nationally to customer locations for installations, relocations, and upgrades.
• Update customers and team on status and issues; maintain positive relationships.
• Maintain high-quality service events and meet customer commitments.
• Plan and schedule work to meet SLAs; arrange cost-effective travel; work overtime or weekends as needed.
• Document installation activities using standard tools and reports.
• Maintain trunk stock and support multiple customers.
• Perform other related duties as assigned.

Skills

Customer service

Multitasking

Communication

Problem solving

Teamwork

Independent work

Education

High School Diploma

Tools

Basic hand tools

Test equipment

Job description

This job opening is not eligible for immigration/work visa sponsorship

Position Summary

The Associate Field Service Technician is responsible for maintaining retail store technologies, computer systems and peripherals within retail store and commercial business environments. They perform 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 Associate Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. The services include whole product and/or component exchange and on-premises basic product & store equipment problem diagnosis, adjustment and/or repair. The Technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications following established documentation and procedures. Candidate will work under supervision until trained and capable of working unsupervised.

Responsibilities

• Operates in assigned territory and performs basic repairs and services on products, including problem determination using standard maintenance packages, diagnostics, reference documentation, system tools and service aids. May require occasional assistance from more experienced staff for difficult repairs. Uses established procedures for repetitive or routine work, working individually or as part of a team.
• May travel within the assigned territory or nationally to customer locations to perform installations, relocations, discontinuances, product level engineering and configuration changes, upgrades and/or modifications to retail POS equipment.
• 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 end-users and customer project/store management.
• Maintains high-quality service events, meeting customer commitments and minimizing disruptions to operations.
• Plans, prioritizes, and schedules work to meet or exceed customer Service Level objectives. Arranges travel plans cost-effectively using company tools and responds to schedule changes with minimal notice. Flexibility to work varying shifts including overtime and weekends as necessary.
• Ensures installation activities are documented in accordance with standards and practices using automated systems and/or established reports (air travel, calls, mileage, timecards, and expense reports).
• Maintains and manages trunk stock to support all customers.
• Performs other related duties as assigned.

Environmental Conditions

• Driving to multiple customer locations throughout the day
• Lifting up to 50 lbs without assistance
• Standing/Walking for ~75% of the normal workday
• Stooping/Bending/Squatting on a frequent basis
• Frequent reaching activities throughout the workday
• Possible twisting depending on position requirements
• Regular use of basic hand tools (drills, screwdrivers, etc.)
• Regular air travel may be required
• Occasional use of ladders or lifts to reach devices

Areas of Expertise & Special Skills

• High School Diploma with 2+ years’ experience in electronics or a related field
• Ability to travel 100% of the time (domestic and/or air travel) as needed for installations or service delivery outside assigned geography
• Basic knowledge of PC technology, network infrastructure, flat panel TVs & monitors, POS equipment, scanners, handheld devices, kiosks, printers & related retail/SMB product technologies
• Mechanical aptitude with competency in electricity & electronics; ability to use test equipment, basic hand tools, electronic testing equipment and meters
• Ability to follow written or spoken directions and communicate clearly
• Strong customer service skills; ability to multitask, prioritize, and work independently
• Strong written and oral communication, tact and diplomacy when facing customers
• Ability to recognize and understand IT signal and power cables, and low-voltage wiring systems for diagnosis and repair
• Self-motivated with a strong work ethic
• Professional demeanor, appearance, and behavior
• Problem solving and organizational skills
• Ability to work long hours in a physically demanding environment
• Ability to work varying shifts including overtime and weekends as needed

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 leading brands. Our in-store solutions are used across various retailers and industries, reflecting our role as a market leader.

Benefits

• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company-provided life insurance
• Pet Insurance

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 due to a disability for any part of the employment process should email [e-mail] to request an accommodation.

Diversity, Equity & Inclusion

We believe our people are integral to the success of our customers. We are committed to Diversity, Equity, and Inclusion for all employees, guided by our principles and our passion for the retail industry.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or discriminate against employees or applicants who inquire about pay or disclose pay information, in accordance with applicable law. 41 CFR 60-1.35(c)

For accessibility, contact us with any accommodation requests during the employment process.