Field Service Representative

Imperial Trading•Metairie, LA

About The Position

Regularly provides technical assistance for the Company’s video poker customer base with matters related to their on-line video poker machines and is fluent in the State’s video poker Network and software. Regularly provides technical assistance for the Company’s hot tub customer base with matters relating to the installation, maintenance and repair of hot tubs sold by Company.

Responsibilities

Responsible for onsite, verbal, email, or text customer service technical calls Monday through Friday from 7 AM to 7 PM; provide technical guidance on customers issues
Be able to travel to customer locations for technical repairs on video poker machines, jukeboxes, amusement devices and hot tubs; this sometimes will require overnight stays
Responsible for installing and/or assisting customers with the installation of machines or hot tubs.
Communicate/coordinate with the Parts Department on the needs of customers from technical calls
Diagnose/troubleshoot issues with devices and make repairs as necessary
Prepare and/or oversee the preparation of machines and hot tubs, new/used/refurbished, prior to sale
Communicate reoccurring issues to upper management to help identify wide spread problems and/or glitches in hardware/software
Assist in the coordination of upgrades of customers' equipment as needed
Assist in the upgrading of customers’ equipment as needed
Create technical guidance/advisory notifications to assist customers with operations and diagnosing problems related to their equipment
Help create, maintain, and moderate a technical forum on behalf of the company for customers
Reports to work on time, as directed by Management, and completes all duties in a timely manner
Performs above listed duties in a cooperative, capable manner, processing the information effectively and communicating the information as needed effectively