Field Service Technician

Imperial Trading•Metairie, LA

12d

About The Position

The Field Service Technician installs, maintains, and repairs video poker machines, jukeboxes, amusement devices, and hot tubs. The role combines hands-on service at customer locations with technical support provided by phone, email, and text. The position reports to the General Manager and Shop Manager and has no supervisory responsibilities. The technician travels to customer locations to troubleshoot equipment, diagnose hardware and software issues, complete repairs, install equipment, assist customers with installations, prepare or oversee equipment preparation before sale, and coordinate equipment upgrades. Some assignments require overnight stays. The role also includes coordinating with the Parts Department and providing customer instruction and technical support. Work takes place in warehouses, customer locations in the bar, restaurant, and casino industry, outdoor settings, and in and around trucks. The job involves wet or humid conditions, outdoor weather, moving mechanical parts, and occasionally high or precarious places in extreme cold. Noise levels are generally moderate. The position requires regular standing; frequent walking, talking, and hearing; occasional sitting and handling equipment; occasional lifting of up to 50 pounds; kneeling, squatting, reaching, and visual focus at close, distance, and peripheral ranges.

Responsibilities

Travel to customer locations to troubleshoot and repair video poker machines, jukeboxes, amusement devices, and hot tubs; some assignments require overnight stays.
Diagnose equipment, hardware, and software issues and complete necessary repairs, using knowledge of the state's video poker network and software.
Install machines and hot tubs or assist customers with installation.
Prepare or oversee the preparation of new, used, and refurbished machines and hot tubs before sale.
Coordinate and assist with upgrades to customer equipment.
Coordinate with the Parts Department to address customer equipment and repair needs.
Provide onsite, phone, email, and text support to help customers operate equipment and resolve technical problems.
Create technical instructions and advisory notices to help customers operate and troubleshoot equipment.
Help create, maintain, and moderate the company's customer technical forum.
Communicate recurring hardware, software, and equipment issues to management to help identify broader problems.
Exercise discretion and independent judgment on significant matters related to company and customer business operations.
Report to work as directed, complete assignments promptly, and work cooperatively with customers, coworkers, and management.
Process and communicate technical information effectively.
Participate in cross-training and perform additional duties necessary to support the role and company needs.