Field Service Technician, Mansfield Region

Scientific Games • Mansfield, OH

10d • Onsite

About The Position

Scientific Games is seeking a Field Service Technician to service lottery retail locations. This role involves 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 scheduled and unscheduled service calls, ensuring a positive customer experience, performing field repair functions with minimal supervision, managing company vehicles, and partnering with the Data Center to resolve issues. The role requires troubleshooting communication problems, maintaining vehicles, building customer relationships, and resolving customer challenges effectively. Some telephone troubleshooting and training of new and existing customers are also part of the role. This position typically involves 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.

Responsibilities

• Completion of assigned service calls at lottery retailer locations, including scheduled calls (installs, removals, preventative maintenance) and unscheduled calls (service, 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 provide 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.
• Troubleshoot 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