Field Service Technician

Scientific Games•Cleveland, OH

About The Position

A Field Service Technician is a client-site facing technician who services lottery retail locations.. They perform client-site servicing, repair, installation, and relocation of company equipment and supplies. The equipment varies from communication hardware to point of sale and vending equipment. The Field Service Technician also provides training and preventative maintenance to customers on all aspects of the equipment. As part of your day, you are responsible for the completion of assigned service calls at lottery retailer locations. These include scheduled calls (installs, removals, and preventative maintenance and unscheduled calls (service and supplies as initiated by the customer). Provide a positive customer experience using your customer service and technical skills. Communicate the value of our 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. Performs vehicle management functions as set by guidelines. Partnering with the Data Center to ensure timeliness to retail locations and understanding problems at each assigned service location. Records service call information, logs and reports data communication problems to management and communication recommendations on customer’s equipment. Follows through on customer issues that require additional support. Ability to troubleshoot all forms of communications within a retail location. Performs routine maintenance on company vehicles. Maintains an acceptable driving record in accordance with the Motor Vehicle Policy. Build and maintain strong, long-lasting customer relationships. Solve your customers’ challenges the first time, owning it. Some troubleshooting of customer issues over the telephone. Training of new and existing customers. This position will average approximately six to ten detailed activities per day depending upon local area needs, responsibility, and service order type. Occasionally assist in the training of new and existing team members. Performs these functions and all other duties as assigned.

Requirements

Must have a high school diploma or equivalency.
Pass a background check, drug test, and have a clean driving record.
Able to travel overnight if needed.
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 judgement 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

Client-site servicing, repair, installation, and relocation of company equipment and supplies.
Provide training and preventative maintenance to customers on all aspects of the equipment.
Completion of assigned service calls at lottery retailer locations.
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.
Partnering with the Data Center to ensure timeliness to retail locations and understanding problems at each assigned service location.
Records service call information, logs and reports data communication problems to management and communication recommendations on customer’s equipment.
Follows through on customer issues that require additional support.
Ability to troubleshoot all forms of communications within a retail location.
Performs routine maintenance on company vehicles.
Maintains an acceptable driving record in accordance with the Motor Vehicle Policy.
Build and maintain strong, long-lasting customer relationships.
Solve your customers’ challenges the first time, owning it.
Some troubleshooting of customer issues over the telephone.
Training of new and existing customers.
Occasionally assist in the training of new and existing team members.
Performs these functions and all other duties as assigned.