Field Service Technician
Company: Toshiba Global Commerce Solutions - External
Location: Beckley
Posted on: May 8, 2024
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Job Description:
Introduction:Responsible for working independently, 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 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.Required Skills:High School Diploma or equivalent
experience.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 & 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 mannerGood Customer Service
skills are essential.Develops skills in maintaining good working
relations with customers and peers.Ability to multitask, prioritize
assignments and work independentlyMust 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'sMaintain a
professional demeanor, dress, and behaviorProblem 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.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
ProgramsCompany provided life insuranceEmployee discountsGenerous
paid holiday schedule, paid vacation & sick/personal
daysEEO: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
accommodationDIVERSITY, 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 DisabilitiesThe 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)by
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Keywords: Toshiba Global Commerce Solutions - External, Huntington , Field Service Technician, Hospitality & Tourism , Beckley, West Virginia
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