Associate Field Service Technician
Introduction:
The Associate Field Service Technician is responsible for maintaining retail store technologies, 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.
Scheduled for this role will be as follows: 9am-6pm through training (3-6 months), once trained will be 8am-5pm. Every 4th week individuals in this role will be required to provide on-call coverage for after hours & weekend calls. Scheduled hours will not change-but it will be required to be available for after hours calls Monday through Monday of the week they're on call. They will then get the following Tuesday & Wednesday off then work Thursday & Friday (the week following their on-call week).
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 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 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.
- 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-of-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
- 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 frequently
- 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 the roof or inside ceiling/wall devices.
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 paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy.
Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:
- Group health coverage (medical, dental, & vision)
- Employee Assistance Programs
- Pre-tax spending accounts
- 401(k) plan (with company match)
- Company provided life insurance
- Pet Insurance
- Employee discounts
- Generous paid holiday schedule, paid vacation & 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 because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation
DIVERSITY, EQUITY & INCLUSION:
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We’re passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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