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Overview

The Field Service Technician 2 responds to dispatches and travels to customer locations within an assigned zone to deliver, install, remove, and repair gaming equipment. The role resolves functional and semi-routine technical issues directly with customers, works with minimal guidance, and independently completes preventative maintenance and repairs. Reporting to the Field Service Supervisor, the position supports service quality and customer satisfaction at individual sites and machines.

Responsibilities

• Provides Support: Communicates directly with customers (e.g., email, chat, video, phone) to gather details of service needs, and asks technical questions about specific product alerts. Uses technical documentation to determine cause of failure for functional and semi-routine technical issues and performs necessary resolution, with guidance as needed.
• Requirements & Tools: Acts as a resource for others and gathers the right tools required for the job, communicating to a higher level FST if a tool will need to be provided on-site.
• Product Installation & Removal: References technical manuals to confirm that correct equipment, software, and peripherals have been installed correctly, and connects machines to the proper system, with minimal guidance. Helps others interpret diagrams to install, remove, or relocate products, and confirms machines have been set up properly, with guidance, as needed.
• Testing and Troubleshooting: Interprets alerts, errors, checks signals, machine reports to troubleshoot component level machine issues (e.g., checking wires, brain boxes, printers) asking for guidance as necessary. Selects diagnostic tools and conducts a limited number of tests to identify the cause of equipment issues. Maintains communication with seasoned FSTs and site contacts, partnering on complex issues and providing rough estimates on the time and effort required to resolve equipment issues.
• Preventative Maintenance: Visually inspects equipment for damage or wear. Disassembles/reassembles machines according to preventative maintenance (PM) protocols to complete routine and uncommon PM work (e.g., program upgrades, download set up, cable and line installation). Cleans equipment and ensures functional components are properly ventilated. Records details of specific work performed (e.g., machine status, work completed, repairs, materials, faults, deficiencies) on each machine, independently.
• Product Repair: Repairs or replaces component level hardware parts for machines covered under warranty or service contracts. Follows close guidance when completing and submitting expense reports for services not covered under warranty. Reviews product verification data (e.g., system connection, paperwork, pay, configuration reporting, system checks) to confirm the machine is working properly, and verifies independently, double-checking with on-site FST that the issue has been resolved.
• Creates Service Notifications: Creates tickets for Lottery service and basic gaming issues (i.e., Cadence). Identifies details needed (e.g., communication, pictures, part numbers, diagrams, drawings) to complete a ticket, according to documented process.
• Case Management: Participates in regular team meetings to align on upcoming work (e.g., new contracts, outstanding cases, product updates). Monitors assigned cases and understands potential downstream effects of unresolved high-priority issues. Follows written protocol to submit regular reports (e.g., time sheets, service work orders) and completes administrative duties (e.g., expense reports, Field Change Orders, preventative maintenance, installation documents, site and service documentation, related paperwork), within established timeframes.
• Product Training: Gathers follow-up training resources and supports formal product training efforts by setting up new products for training and demonstrating use of specific features, when asked.
• Product & Process Improvement: Contributes semi-routine support techniques on team communications to troubleshoot common and uncommon issues. Uses knowledge of service delivery processes and informal conversations with site contacts to gather appropriate feedback and escalates issues to appropriate team member for product or process improvement.
• Signage Installation: Installs new signage equipment, and works under minimal guidance to connect equipment to proper controllers/machines, according to regulatory and venue specifications.
• Vehicle Maintenance & Inventory: Documents parts shipped to sites/storage location and stocks fleet vehicle with supplies and equipment (e.g., paper, ticket stock, play slips), according to the needs of retailers within assigned regions.
• Event Support: May use technical resources and tools to maintain featured products during special product events.
• Equipment Orders: Records serial numbers and proper repair tags for damaged components, and documents the reason for their failure with minimal guidance. Sends failed equipment requiring repair to warehouse/depot.
• Verification & Conversion: Interprets new software configuration instructions and reviews regional compliance guidelines in SAP, with guidance from others. Demonstrates necessary conceptual understanding of regional policy and shadows others through the regulatory review process. Relies on documentation and technical knowledge to remove old software, install new software, check software functionality, and works with others to configure settings and confirm that software is compatible with server and game model.

Qualifications

Minimum Education and Experience

• High school diploma or GED and a minimum of two (2) years of work experience in electronics, technical repair, electronic equipment maintenance, or a related field.

Preferred Education and Experience

• High school diploma or GED and three (3) years of work experience in electronics, technical repair, electronic equipment maintenance, or a related field; OR a technical degree in Electronics or Electrical Engineering and two (2) years of related work experience.
• One (1) year of experience in hardware, software, or PC repair.
• One (1) year of experience working with gaming machines.

Licenses and Additional Requirements

• Valid driver’s license within the service area and a clean Motor Vehicle Record (MVR), with no more than three moving violations within a three-year period.
• Ability to obtain a technician’s license for all jurisdictions covered in the service region.
• Ability to meet applicable security clearance, reference and background checks, pre-placement physical, and drug testing requirements to IGT’s satisfaction, based on customer or regulatory requirements. Certain jurisdictions may require additional personal disclosures, such as financial records or character references.

Knowledge Skills and Abilities

• Communication and teamwork: empowering and developing others, supporting diversity and teamwork, persuasive and written communication, attention to communication, collaborative relationships, data communications, establishing focus, influencing others, managing performance, and providing motivational support.
• Customer service: customer orientation, safety policies and procedures, interpersonal effectiveness, and training facilitation.
• Organization: managing change, compliance awareness, decisiveness, reporting and documentation, and strategic thinking.
• Problem solving: thoroughness, analytical thinking, diagnostic information gathering, forward thinking, and innovation.
• Technical and mechanical: computer use, configuration, hand tools, technical expertise, technical resources, and technical troubleshooting.
• Work orientation: flexibility, personal credibility, results orientation, conceptual thinking, initiative, and stress management.
• Working knowledge of IGT service delivery processes and gaming fundamentals, including how individual service outcomes affect customer satisfaction.
• Ability to diagnose functional and semi-routine technical issues using documented processes, technical judgment, and diagnostic tools with minimal guidance, escalating complex, ambiguous, or unfamiliar issues to senior technicians.
• Ability to communicate with customers across multiple channels, collaborate with experienced technicians and site contacts, and estimate the time and effort required to resolve issues.
• Ability to independently verify completed work and identify the downstream effects of unresolved issues.

Physical Requirements

• Ability to climb a ladder and lift and carry equipment weighing up to fifty (50) pounds for a significant distance, including from a parked vehicle to a retailer’s location or rooftop.
• Ability to sit and drive for prolonged periods, demonstrate dexterity with tools, and work with moving parts and electrical current.
• Ability to work at heights, including rooftops, in close quarters, and in inclement weather during some installations.

Why join IGT?

At IGT, our greatest competitive advantage is our people. We take ownership, work with urgency, act with integrity, stay curious, and create value for our customers and each other. Join us and help shape what's next.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.

At IGT, we consider a wide range of factors in determining compensation, including skills, experience, education, and geographic location. These factors may result in variation in starting pay. The estimated starting compensation range for this role is $ 26/HR - $ 32/HR, based on a good-faith assessment at the time of posting. Actual compensation may vary. IGT complies with all applicable pay transparency and compensation laws and collective bargaining agreements, where applicable.

Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements. 

IGT is the global leader in gaming. For more information, please visit www.igt.com.