Field Service Technician, Vincennes, IN

Arrow International, Inc.•Vincennes, IN

77d•Hybrid

About The Position

This role provides technical support and field service for customer equipment, including troubleshooting hardware and software issues, performing installations, and delivering user training. Responsibilities include documenting service activity, providing remote and on-site support, coordinating parts and repairs with distributors, and escalating complex issues when needed. The position requires extensive travel and a strong focus on timely problem resolution and customer satisfaction.

Requirements

Associate degree in Computer Technologies or applicable experience
Minimum of 3 years’ training or commensurate experience in electronic and PC technologies.
Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.
Strong analytical skills.
Ability to read schematics and technical manuals.
PC, mechanical and electrical aptitude.
Excellent written and verbal communication skills.
Strong customer relations and phone skills.
Must be self-motivated to work independently without direct supervision.
Effective planning and organizational skills to efficiently manage time and call load.
Competency in various software applications including MSOffice.
PC applications support experience.

Nice To Haves

Experience with Proprietary software a plus.
Previous field support experience.
Prior experience in supporting electronic gaming devices.
Bingo Gaming experience
Certification and 2 or more years of commensurate experience in network technologies.

Responsibilities

Diagnose software and hardware problems effectively.
Analyze, identify, and solve customer equipment problems in accordance with established performance standards.
Log service calls in Salesforce and record related pertinent information.
Provide remote phone support when not traveling.
Escalate any tier 2/3 issues to the support specialist.
Escalate any support issues to management in a timely manner.
Work through issues with above average first visit resolutions.
Work closely with distributors on parts orders, RMAs, and technical assistance.
Perform on-site installations and support, involving overnight travel that can exceed 75% at times.
Assist customers on the configuration and programming of Arrow equipment.
Train distributors and customers on the use of Arrow equipment.
Exceed customer satisfaction objectives as outlined by Arrow management.
Recommend and execute appropriate solutions in a timely manner.
Promptly follow up with customers as needed.
Work from home effectively, which includes access to high-speed DSL or Cable internet.
Perform other duties as assigned by management.