Sr. Field Service Technician

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: 

• 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 pa