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About the Role

The Field Service Technician is responsible for independently maintaining retail store technologies, computer systems, and peripherals within retail and commercial business environments. This role involves performing a full workload of product installation, support services, and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products. The technician will address in-store systems, retail banking, and SMB marketplaces, ensuring customer satisfaction, meeting metrics, and performing operational activities. Services include component exchange, basic product and store equipment problem diagnosis, adjustment, and repair. The role may also involve equipment refurbishment, installation, relocation, discontinuance, product level engineering, and configuration changes, upgrades, and modifications using established documentation.

Responsibilities

Operate within an assigned territory to perform repairs and services on products.
Install all equipment in new and/or remodeled sites without assistance.
Handle all projects/installs without assistance.
Perform maintenance on all supported equipment at field locations with minimal phone support.
Demonstrate proficient knowledge and use of all client support applications and portals.
Troubleshoot and fix complex problems over the phone with store personnel.
Utilize established procedures and/or instructions for repetitive and/or routine work.
Work on tasks individually or as part of a team and aid 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 communicate with customers, management, peers, and team members regarding work status, potential problems, customer/store management satisfaction, and to seek advice and assistance.
Build positive customer relationships with product end-users and customer project and/or store management.
Operate responsibilities efficiently and perform technical services completely, with quality, and in a timely manner to meet customer commitments and minimize disruptions.
Articulate and demonstrate TOSHIBA's service and support delivery methodology to end-user customers.
Plan, prioritize, and schedule work to meet or exceed customer satisfaction objectives with assistance.
Arrange all travel plans in a timely and cost-effective manner using company-approved business tools.
Respond to schedule changes with minimal notice.
Be flexible 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.
Maintain and manage trunk stock to support all customers.
Perform other related duties as assigned.

Requirements

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.
Requires a mechanical aptitude with competency in electricity & electronics.
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.
Ability 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.
This job opening is not eligible for immigration/work visa sponsorship.

Skills

IT Service and Support
Customer Service
Mechanical Aptitude
Electricity & Electronics
Test Equipment Operation
Basic Hand Tools Operation
Electronic Testing Equipment Operation
Electric Meters Operation
Written Communication
Oral Communication
Tact and Diplomacy
Multitasking
Prioritization
Independent Work
Problem Solving
Organizational Skills

Location

Assigned territory

Work Type

Full-time
Onsite
Travel required

Experience Level

4+ years of related experience

Education Level

High School Diploma
IT/Technical degree or certificate preferred

Salary/Compensations

$25.48/hour

Benefits

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

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.
We are the world's installed market share leader in in-store solutions.
We share a 'Together Commerce' vision of a seamless two-way, participatory shopping experience.
We are 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 are passionate about our customers, the retail industry, and becoming a more responsible company as we help create a brighter future.

Equal Opportunity

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.
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)