Field Service Technician, Fremont Region

Scientific Games • Fremont, OH

10d • Onsite

About The Position

Scientific Games is seeking a Field Service Technician for the Fremont Region. This role involves servicing lottery retail locations by performing client-site servicing, repair, installation, and relocation of company equipment, including communication hardware, point of sale, and vending equipment. The technician will also provide training and preventative maintenance to customers. Responsibilities include completing assigned service calls, both scheduled (installs, removals, preventative maintenance) and unscheduled (service, supplies), ensuring a positive customer experience, and communicating the value of services. The role requires performing extensive field repair functions with minimal supervision, managing company vehicles, and partnering with the Data Center for timely service and problem understanding. The technician will record service call information, report data communication problems, and follow up on customer issues. Troubleshooting all forms of communication within a retail location and performing routine maintenance on company vehicles are key duties. Building strong customer relationships, solving customer challenges effectively, and providing telephone support for customer issues are also expected. The position averages six to ten detailed activities per day and may involve assisting in training team members.

Requirements

• High school diploma or equivalency.
• Pass a background check, drug test, and have a clean driving record.
• Ability to drive a non-CDL delivery truck.
• Familiarity with MS Office products (Excel, Word, PowerPoint, etc.).
• An understanding of, and some experience with, troubleshooting computer software and hardware technologies.
• Excellent interpersonal, verbal, and written communications skills.
• Exceptional customer satisfaction skills.
• Promptly respond to customer/leadership requests and feedback.
• Proven self-starter with motivation and ability.
• Organization and time management skills that enable effective multitasking.
• Strong judgment and problem-solving skills to determine most cost-effective repair/resolution to minimize customer downtime.
• Ability to work weekends, holidays and evenings as needed.
• Available to work overtime as needed.
• Ability to lift, install and move large self-service equipment (regularly lift or move 35 pounds or more).
• Occasional ladder climbing.
• Regularly required to sit, stand, walk, bend, use hands, operate a computer.
• Specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.
• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
• Must use approved Personal Protective Equipment if working in the field, production, and/or warehouse.

Responsibilities

• Completion of assigned service calls at lottery retailer locations, including scheduled calls (installs, removals, preventative maintenance) and unscheduled calls (service and supplies).
• Provide a positive customer experience using customer service and technical skills.
• Communicate the value of services and match products with customer needs.
• Perform extensive field repair functions including installs, removing terminals, communications equipment, and peripheral procedures with little to no supervision.
• Perform vehicle management functions as set by guidelines.
• Partner with the Data Center to ensure timeliness to retail locations and understand problems at each assigned service location.
• Record service call information, log and report data communication problems to management, and make communication recommendations on customer’s equipment.
• Follow through on customer issues that require additional support.
• Troubleshoot all forms of communications within a retail location.
• Perform routine maintenance on company vehicles.
• Maintain an acceptable driving record in accordance with the Motor Vehicle Policy.
• Build and maintain strong, long-lasting customer relationships.
• Solve customer challenges the first time, owning the issue.
• Provide troubleshooting of customer issues over the telephone.
• Train new and existing customers.
• Assist in the training of new and existing team members.
• Perform other job-related tasks and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED