Field Service Technician, Cincinnati Region

Scientific Games•West Chester, OH

6d•Onsite

About The Position

A Field Service Technician is a client-site-facing technician who services lottery retail locations. The role involves servicing, repairing, installing, and relocating company equipment and supplies, including communications hardware, point-of-sale equipment, and vending equipment. The technician also trains customers and performs preventative maintenance on the equipment. The position completes assigned service calls at lottery retailer locations, including scheduled installations, removals, and preventative maintenance, as well as unscheduled service and supply calls initiated by customers. The technician provides a positive customer experience, explains the value of services, and matches products to customer needs. The role performs extensive field repairs and equipment procedures with little to no supervision and averages approximately six to ten detailed activities per day, depending on local needs, responsibilities, and service order type. The technician coordinates with the Data Center, records service-call information, reports data-communication problems and recommendations to management, follows through on customer issues requiring additional support, and troubleshoots communications within retail locations. The position also includes vehicle management and routine vehicle maintenance, customer training, occasional assistance with training team members, and other duties as assigned. Work may include weekends, holidays, evenings, and overtime as needed.

Requirements

High school diploma or equivalency.
Pass a background check and drug test and have a clean driving record.
Ability to drive a non-CDL delivery truck.
Familiarity with Microsoft Office products, including Excel, Word, and PowerPoint.
Some experience and understanding of troubleshooting computer software and hardware technologies.
Excellent interpersonal, verbal, and written communication skills.
Exceptional customer satisfaction skills and prompt responsiveness to customer and leadership requests and feedback.
Self-starter with motivation and ability to work independently.
Organization and time-management skills sufficient to multitask effectively.
Strong judgment and problem-solving skills to determine cost-effective repairs or resolutions and minimize customer downtime.
Ability to work weekends, holidays, and evenings as needed, and overtime as needed.
Ability to lift, install, and move large self-service equipment; regularly lift or move 35 pounds or more.
Ability to climb ladders occasionally.
Meet applicable gaming or other licensing, background investigation, security check, and legal, regulatory, or contractual requirements.

Responsibilities

Complete scheduled and unscheduled service calls at lottery retailer locations, including installations, removals, preventative maintenance, repairs, and supply calls.
Install, remove, relocate, and repair lottery terminals, communications equipment, peripherals, point-of-sale equipment, and vending equipment.
Train customers on the use and maintenance of company equipment.
Provide positive customer service, communicate the value of services, and match products to customer needs.
Troubleshoot communications and customer equipment issues, including some customer issues over the telephone.
Coordinate with the Data Center to support timely service at retail locations and understand problems at assigned locations.
Record service-call information and report data-communication problems and equipment recommendations to management.
Follow through on customer issues that require additional support and work to resolve customer challenges.
Perform vehicle management functions and routine maintenance on company vehicles.
Maintain an acceptable driving record in accordance with the Motor Vehicle Policy.
Occasionally assist with training new and existing team members.
Perform other assigned duties.