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Product Support Rep II - Salem, OR (75 mi radius) (Lottery)


OR Statewide, OR, US OR Statewide, OR, US

Requisition ID:  11661

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit



Join the WINNING TEAM at IGT Global!

IGT is seeking a Gaming Field Services Technician in the area of Salem, OR. The Gaming Field Services Technician will support our casino services team and be part of our award-winning gaming products organization. 


IGT employees receive the following employment benefits (all benefits mentioned are subject to policy and eligibility requirements):

  • Company vehicle to take home for work use only (Field Services only)
  • Medical benefits day one of being an IGT employee
  • 12 paid holidays plus 2 floating holidays per year
  • 3 weeks of paid vacation per year, prorated first year
  • 401K with employer match and 100% vested day one
  • Company paid parental leave, life insurance, short term disability and long-term disability
  • Gym membership reimbursement, free identity theft protection, and tuition reimbursement



The Product Telephone Support supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel.


Individual manages the Lotteries equipment daily, by ensuring proper movement with the use of the IGT Cadence tool. Provides equipment reports to Lottery management weekly to identify available equipment that can be used for retailer installs. Assists customer coordinators with equipment capabilities and features, to help assist the lottery with equipment placement decisions inside of retailer locations. Routinely works with the coordination team to help plan appointments and work through various scheduling issues. Is an expert in planning and understands Field Service capabilities due to staffing placement and geography. Places calls to retailers to help troubleshoot and assist with call closures if possible. Works with IGT operations to verify sales, check terminal sign on status, and send resets to help resolve retailers’ issues. Escalates tendencies and provides information for various procedural changes.


  • Maintaining and providing customer reports for inventory and liquidated damages investigations
  • Scheduling and coordination
  • Provides guidance to customer on equipment capabilities and escalates issues
  • Interdepartmental coordination to help improve equipment up time
  • Project management
  • Work with Cadence team to fix issues and meet customer needs
  • Coach and mentor field staff to improve customer satisfaction
  • Works with Oregon Lottery daily to to resolve service calls in the field by assigning IGT technicians for service.


Education Required

  • High School Diploma or equivalent required.
  • PMP certification or equivalent is a plus.


Experience Required

  • 2-3 years in project management or Call center experience
  • 3-5 years in project management or call center experience preferred


Skills Required

  • Individual will need to have a strong understanding of current equipment types and serial number formats used to track and report to customer equipment placement and quantities.  Displays strong interdepartmental collaborative skills to properly escalate and/or resolve issues efficiently.  Understand field resource capabilities and penalty structure to help improve SLA’s and customer satisfaction.    
  • Individual will be required to have strong problems solving skills.  These skills are used to help create efficiencies, while dealing with resource shortages and interdepartmental support, to achieve customer satisfaction.  Works with customer to help coordinate and escalate equipment placement issues to achieve install success
  • Job functions are critical to the success of IGT Field Services in OR.  Inventory management, SLA’s, and customer satisfaction are all required contractual obligations.   
  • Individual will need to display strong interpersonal skills.  Routinely works with customer coordination team to improve customer success.  Regularly interacts with internal departments to improve customer up time and customer satisfaction.  Also, works with field staff to meet SLA’s and improve uptime daily, while dealing with resource shortages and various conflicts. 
  • Strong understanding of OR geography to effectively coordinate IGT technicians for efficient service.

Keys to Success

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

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.


At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $30,100 - $64,500. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.


Base pay is only one part of our Total Rewards program.  Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses .  In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.


IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit