Field Service Tech I

Responsibilities

The Field Service Technician is responsible for maintaining and servicing IGT equipment at Retailer (customer) locations. The technician responds to dispatches and drives to customer locations within a specified "zone" to deliver supplies and install, remove, or repair lottery equipment and communication devices. Responsible for transporting, installing (if applicable), and maintaining IGT equipment, replacement parts, tools, and other equipment in an organized and structured manner. Attend driver training and follow IGT vehicle policy regarding the use and maintenance of the company vehicle.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Independently perform the following tasks:

• Perform Electronic Game Display (EGD) removals
• Accept and close service calls
• Perform EGD preventative maintenance
• Load paper stock
• Clear bill and paper jams
• Use appropriate communication tools and channels
• Submit payroll time entry
• Manage self Personal Time Off
• Maintain work area
• Adhere to the company's policies and procedures
• Comply with safety requirements
• Actively engage in setting and achieving Professional Development Objectives

Assist higher-level Gaming Service Technicians with the following duties:

• Troubleshoot and repair EGDs
• Perform EGD installations
• Perform Random Access Memory clears
• Perform conversions
• Perform firmware and bill validator components upgrades
• Maintain player tracking
• Install player tracking
• Perform sign installation and removals and maintenance
• Create and submit expense reports
• Work order entry
• Provide tradeshow technical support
• Provide marketing support
• Manage Inventory
• Assist with customer disputes
• Create incident reports
• Perform EGD out of box testing
• Compile end-of-shift reports
• Prepare and submit licensing paperwork
• Keep current on job and product knowledge
• Escalate technical issues to stakeholders
• Demonstrate game functionality and theme
• Provide internal and external customer service
• Support inter-departmental projects

Qualifications

• A high school degree or GED equivalent is required.
• 1 or more years of experience in a customer service-related position
• 1 or more years of experience in technical repairs
• Experience in the gaming industry is preferred
• Knowledge of Microsoft Word and Excel
• Knowledge of Administrative and Safety procedures
• Knowledge of CRM procedures
• Knowledge of basic electronics
• Excellent verbal and written communication skills
• Ability to perform basic communication setups
• Ability to provide technical training on products to customers
• Physical Requirements: Must be able to climb a ladder and lift and carry equipment weighing up to fifty (50) pounds for a significant distance. Must be able to stand and walk for prolonged periods of time at a great distance, demonstrate dexterity when working with tools and moving parts and electrical current.
• An offer of employment, and continuation of employment with IGT, is subject to and contingent upon IGT's obtainment of security clearance and meeting pre-employment reference, background check requirements and pre-placement physical and drug testing requirements as applicable to IGT's satisfaction and approval based upon the requirements of the Company's customers and/or regulators. Certain jurisdictions may require additional personal disclosures which may include, but not be limited to, personal financial records, character references, etc.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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