Field Service Technician

toshibaglobalcommercesolutions; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Toshiba Global Commerce Solutions in Nashville is seeking a Field Service Technician to install, service and repair Toshiba and non-TOSHIBA retail products in store environments. You will work independently, travel to customer sites, diagnose issues, and perform equipment refurbishment and upgrades following established procedures.

The role emphasizes customer satisfaction, timely communication, and adherence to Toshiba standards, with 100% travel and flexible hours, including weekends as

Qualifications

• High School Diploma with 4+ years of related experience, IT/Technical degree or certificate preferred.
• Possesses operational knowledge of personal computer technology, network infrastructure, POS equipment and retail devices.
• Ability to diagnose and repair retail equipment following established procedures.

Responsibilities

• Operates in assigned territory and performs repairs and services on products.
• Travel 100% of the time to customer locations for installations or service delivery projects.
• Communicates status and customer satisfaction with management and customers to ensure timely and quality service.
• Plans travel and scheduling to meet customer commitments and adapt to schedule changes.

Skills

IT knowledge

POS equipment

Retail devices

Education

High School Diploma

IT/Technical degree or certificate preferred

Tools

POS hardware

Job description

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

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. 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 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 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.

RESPONSIBILITIES:

• Operates in assigned territory and performs repairs and services on products. Can install all equipment in new and/or remodeled sites without assistance, can handle all projects/installs without assistance, performs maintenance on all supported equipment at field locations with minimal phone support from all associated support areas, proficient knowledge and use of all client support applications and portals, able to troubleshoot and fix complex problems over the phone with store personnel, uses established procedures and/or instructions for repetitive and/or routine work, works on tasks individually or as a part of a team and aids less experienced service representatives
• 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, operates responsibilities efficiently and/or performs technical services in a complete, quality, and timely manner to meet customer commitments and minimize disruptions to the customer's operation, has a good understanding of and can both articulate & demonstrate to end-user customers, TOSHIBA's service and support delivery methodology
• With assistance, plans, prioritizes, and schedules work to meet or exceed customer satisfaction 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

ENVIRONMENTAL CONDITIONS:

• 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 he need to place himself in while performing his/her job duties
• 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 celling / wall devices

AREAS OF EXPERTISE & SPECIAL SKILLS:

• 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. 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 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
• The position requires a mechanical aptitude with competency in electricity & el