Responsible for performing an unsupervised full workload of product installation, services and repair on TGCS and non-TGCS retail products 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.). Accountable for customer satisfaction with the services provided, which include some or all the following: whole product and/or component advance exchange or swap and on-premise basic product & store equipment problem diagnosis, adjustment and/or repair. 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.
Operates in assigned territory and performs repairs and services on products, including problem determination utilizing well established, standard maintenance packages, diagnostics, reference documentation, system tools and service aids in identifying routine problems. Is also capable of performing a basic level of freelance diagnostics and repair but may require occasional assistance from more experienced technicians to carry out difficult product repair activities. 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. Maintain adequate van-stock: Ensure inventory accuracy.
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, TGCS's service and support delivery methodology.
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 TGCS 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.
Perform other related duties as assigned.
High School Diploma with 3+ years' related experience, and 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 to include scanners, handheld devices, kiosks, printers & other related and similar retail, and SMB product technologies.
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
Ability to assist and train lower level technicians as needed
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.
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.
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
Pre-tax spending accounts
401(k) plan w/ match
Company provided life insurance
Generous paid holiday schedule, paid vacation & sick/personal days
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 firstname.lastname@example.org to request an accommodation