Gaming Technician Lead

Churchill Downs Incorporated•Dumfries, VA

5d•Onsite

About The Position

The Lead Technician monitors, directs, supervises, and observes gaming activity to ensure adherence to company policies and regulatory requirements. The role supports gaming operations by leading and training team members, maintaining and troubleshooting Historical Horse Racing (HHR) machines and bill exchangers, monitoring the HHR system, and coordinating repairs, maintenance, equipment testing, and service calls. The Lead Technician also supports proper documentation, compliance, guest service, security, staffing, and administrative processes across locations. Daily and overnight travel between locations using a company vehicle is required, and on-call support may be needed.

Requirements

Demonstrated leadership ability in properly leading a gaming shift.
Ability to maintain positive and productive relationships with team members and guests.
Willingness to assume overall responsibility for gaming-shift performance.
Excellent verbal and written communication skills.
Conflict resolution and mediation skills.
Knowledge of gaming operations, rules, and regulations.
Must obtain and maintain a valid racing license.
Ability to stand for the duration of the shift and perform the listed physical activities, including walking, reaching, handling tools or controls, climbing or balancing, bending, stooping, kneeling, crouching, or crawling, and talking or hearing.
May be required to lift up to 50 pounds.
May be required to work long hours, including nights, weekends, and holidays.

Nice To Haves

Associate degree in electronics or a related field is strongly preferred.
Two or more years as an HHR Technician or Bench Technician with A+ Certification is preferred.
Supervisory experience in a high-volume, complex environment is required.
Other combinations of education and experience may be considered.

Responsibilities

Assist with hiring, motivating, training, coaching, mentoring, and directing staff.
Support positive interactions with guests and coworkers and work effectively and courteously in difficult business conditions.
Maintain confidentiality in accordance with company procedures, policies, and state regulations.
Maintain knowledge of HHR machines and determine proper payouts.
Protect company assets and follow company policies, regulatory requirements, Internal Controls Policies and Procedures, the Responsible Gaming Plan, and Title 31.
Assist in establishing department standards, guidelines, objectives, budgets, staffing, and administrative processes.
Ensure department paperwork, including jackpot slips, tax documents, and guest claim forms, is accurate and properly signed.
Report daily activity and coordinate with HHR operations at each location regarding customer activity, repairs, maintenance, machine moves, diagnostics, and unusual activity.
Inspect, maintain, and repair HHR machines and bill exchangers.
Perform periodic maintenance, equipment testing, and service calls for HHR machines.
Assist in monitoring the HHR system.
Perform or assist subordinates with their duties and address errors and complaints.
Assist in training HHR technicians and attendants across locations and troubleshoot machine malfunctions; delegate authority and assign responsibilities.
Maintain security and protect company assets.
Communicate accurate and timely information to HHR operations at each location and to the HHR Technical Manager, including across shifts.
Handle customer concerns and requests and ensure HHR machines are functioning properly and available for guest use.
Address and manage Team Member complaints or concerns.
Ensure staff behavior and appearance meet established standards; issue instructions, assign duties, and examine work for accuracy, neatness, and compliance with operating procedures.
Monitor HHR Technician and HHR Operations reports from all locations and provide support, including on-call support when needed.
Travel daily and overnight between locations using a company vehicle to provide support, perform projects, and train HHR Technicians and HHR Operations Team members.
Maintain knowledge of and act in accordance with Virginia Racing Commission rules and regulations, gaming laws, racing regulations, company policies, and safety procedures.
Perform other related duties as assigned.