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Senior Field Service Technician
Atlanta, GA
Job Description
Introduction:
A Senior Field Service Technician should be able to perform maintenance, repairs, and installations on all major and minor IT equipment for various customers. This position is responsible for providing advanced technical support assistance and guidance to other technicians within Toshiba Global Commerce Solutions. This assistance and service will include wall-to-wall IT technical remote and onsite support for customers and peers. The Senior Field Service Technician will also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using established documentation and procedures. This Senior Field Service Technician is responsible for mentoring and training new hires and providing on-site and phone assistance to co-workers. The position will also coach entry level technicians on daily processes, procedures, and requirements.
Responsibilities:
Required Skills:
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:
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)
A Senior Field Service Technician should be able to perform maintenance, repairs, and installations on all major and minor IT equipment for various customers. This position is responsible for providing advanced technical support assistance and guidance to other technicians within Toshiba Global Commerce Solutions. This assistance and service will include wall-to-wall IT technical remote and onsite support for customers and peers. The Senior Field Service Technician will also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using established documentation and procedures. This Senior Field Service Technician is responsible for mentoring and training new hires and providing on-site and phone assistance to co-workers. The position will also coach entry level technicians on daily processes, procedures, and requirements.
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. Extensive knowledge and use of all client support applications and portals. Able to troubleshoot and fix complex problems over the phone with store personnel.
- Using established procedures, works on tasks individually or as part of a team and aids less experienced Field Service Technicians. May perform as a team focal or project leader. Leads projects such as installation teams, systems assurance reviews. Understands the teams' objectives and identifies opportunities for improvement of TOSHIBA services and technical solutions. Accountable for individual and team objectives. i.e., meets or exceeds the hardware, software, services, and operational business measurements for assigned workload and/or team.
- May travel locally or nationally to customer locations to perform installations, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications. 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.
- 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. Recommends areas of improvement to management. 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.
- Plans, prioritizes and schedules work to meet or exceed customer satisfaction objectives. 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.
- Has an extensive knowledge of and can articulate TOSHIBA's technical support and delivery methodology, offerings, etc. to end-user customers. Perform other related duties as assigned.
Required Skills:
- High School Diploma with 6+ years of related experience in electronic field. 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.
- Strong Operational knowledge of Windows OS, common retail applications, system diagnostics, and local/remote support structure.
- Must possess the ability to clearly identify out of scope or billable work and effectively communicate that with the end customer. Demonstrates advanced technical skills and specific product/systems/services skills for this position.
- Demonstrates extensive knowledge and experience in wall-to-wall IT service and support.
- The position requires a good mechanical aptitude, experience and a comprehensive knowledge in electricity & electronics, 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.
- Possess Presentation skills to participate in customer and internal meetings and communicate service performance.
- 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.
- 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.
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
- Company provided life 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)
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
6+ years
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