Field Service Technician

Toshiba Global Commerce Solutions; Phoenix (AZ); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading retail technology provider is seeking a Field Service Technician to maintain and repair store technologies. The role involves traveling to customer locations, ensuring customer satisfaction, and conducting maintenance on various equipment. Candidates should have extensive technical knowledge and excellent customer service skills. Inclusive benefits and competitive salary offered.

Benefits

Group health coverage

Employee Assistance Programs

Company-provided life insurance

Employee discounts

Generous paid holidays

Qualifications

• 4+ years of related experience required.
• Must be able to travel 100% of the time.
• Understanding of IT signal and power cables.

Responsibilities

• Perform repairs and services on products.
• Communicate effectively with customers.
• Travel to customer locations for installations.

Skills

Customer service skills

Problem-solving skills

Mechanical aptitude

Ability to multitask

Education

High School Diploma

IT/Technical degree or certificate

Tools

Basic hand tools

Test equipment

Job description

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 perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products in the store systems, retail banking and SMB marketplaces (e.g., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms). The Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided. Services include 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 established documentation and procedures.

STARTING HOURLY WAGE: position hourly rate starts at $26.44/hr - could increase based on experience

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 client support applications and portals, able to troubleshoot and fix complex problems over the phone with store personnel, follows established procedures for repetitive and/or routine work, works independently or as part of a team, and aids less experienced service representatives
• Travels 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
• Communicates effectively with customers, management, peers, and team members on status of work, potential problems, customer/store management satisfaction, and seeks advice and assistance; builds positive customer relationships and demonstrates Toshiba service and support delivery methodology
• With assistance, plans, prioritizes, and schedules work to meet or exceed customer satisfaction objectives; arranges travel plans using company tools and adapts to schedule changes with minimal notice; flexible to work varying shifts including overtime and weekends as necessary
• Ensures installation activities are accurately documented in accordance with Toshiba standards using automated systems and/or established reports (air travel, calls, mileage, timecards, expense reports)
• Maintains trunk stock to support all customers
• Performs other related duties as assigned

ENVIRONMENTAL CONDITIONS

• Driving to multiple customer locations throughout the day
• Lifting to 50 lbs. without assistance
• Standing/Walking for 75% of the normal workday
• Stooping/Bending/Squatting on a frequent basis
• Reaching on a frequent and repetitive basis
• Twisting requirements may vary by position
• Regular use of basic hand tools (drills, screwdrivers, etc.)
• Regular air travel may be required
• Use of ladders or lifts to access roofs or interior ceilings/walls

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 international); air travel may be necessary for installations or service projects outside assigned geography
• Operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers/point-of-sale equipment, and related retail devices
• General knowledge and experience in wall-to-wall IT service and support
• Mechanical aptitude with competency in electricity & electronics; able to use test equipment, basic hand tools, electronic testing equipment and meters
• Ability to follow written or spoken directions and to provide information clearly and concisely
• Good customer service skills; ability to maintain good working relations with customers and peers
• Ability to multitask, prioritize assignments, and work independently
• Strong written and oral communication skills with tact and diplomacy when facing customers
• Understanding of IT signal and power cables and low voltage wiring systems; ability to diagnose and repair
• Self-motivated with a strong work ethic
• Maintains 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

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 many brands. Examples of in-store solutions include self-checkout and POS systems used by major retailers.

The company promotes a collaborative vision of a seamless two-way shopping experience and welcomes candidates to join the team to drive the new economy.

BENEFITS

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Company-provided life insurance
• Employee discounts
• Generous paid holidays, vacation, and sick/personal days

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 customer success and are committed to Diversity, Equity, and Inclusion for all employees, highlighted by our Core Principles. We are dedicated to serving customers in the retail industry and fostering a responsible company as we help shape the future.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discriminate against employees or applicants for discussing pay. However, employees with access to compensation information must protect that information per legal and company policy. 41 CFR 60-1.35(c)

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