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Toshiba Global Commerce Solutions · 5 hours ago

Field Service Technician

Raleigh, NC

Full-time

Onsite

Mid Level

4+ years exp

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company providing retail store solutions. The Field Service Technician is responsible for maintaining retail store technologies and computer systems, performing installations, repairs, and ensuring customer satisfaction in various commercial environments.

HardwareInformation ServicesInformation TechnologyPoint of SaleSoftware

No H1B

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

Qualification

Field Service ExperienceTechnical Support SkillsMechanical AptitudeCustomer Service SkillsIT SignalPower Cables KnowledgeProblem Solving SkillsMultitaskCommunication SkillsOrganizational SkillsSelf-Motivated

Required

High School Diploma with 4+ years of related experience

Must be able to travel 100% of the time, domestic and/or air travel

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 & 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

Develops skills in maintaining good working relations with customers and peers

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

Ensures that solutions to today's problems do not become tomorrow's

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