Field Service Tech 1

Gaming :

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

The Field Service Technician I will be responsible for installing and maintaining Light & Wonder's gaming equipment, including electronic gaming devices, slot machines, gaming tables, card shufflers, chip sorters, computer and networking devices, and other gaming equipment at customer locations. Under the supervision of the Field Service Manager and Supervisor, the technician will perform advanced troubleshooting to resolve issues. The ideal candidate should be available to work Sunday to Thursday.

Responsibilities

1. Plan and coordinate workload based on priority and customer demand.
2. Serve as an escalation point for customer issues and escalate when necessary.
3. Stay current with all Service and Technical Bulletins.
4. Proactively update product knowledge for new deployments and current support.
5. Provide remote troubleshooting support across Canada.
6. Deliver excellent customer service in person and via phone.
7. Train technical and non-technical staff on new products.
8. Perform daily preventive maintenance on assigned equipment at casino locations, addressing open service tickets.
9. Work with customers and teams to install, upgrade, convert, remove, or relocate gaming products, reporting progress to supervisors.
10. Prepare, assemble, and test casino equipment.
11. Configure game options and parameters as per specifications.
12. Maintain an organized work vehicle with parts inventory.
13. Use mobile apps for work orders and job activities.
14. Stay updated with all Field Advisories and eLearning modules.
15. Follow company standards, policies, and safety procedures.
16. Review customer issues with management and technical leads.
17. Work independently or lead a team as needed.
18. Keep detailed records and provide daily updates via ServiceMax Go App.

Qualifications

1. Experience in electronics troubleshooting, manufacturing, or disassembling electronic equipment; mechanical troubleshooting is a plus.
2. Technical diploma or applicable experience.
3. Understanding of databases, MSSQL preferred.
4. CompTIA A+ Certification or equivalent experience.
5. Strong knowledge of network communication and troubleshooting.
6. Proficient in PC operations and security risks.
7. Valid driver’s license with a clean record.
8. Background check and security clearance required.
9. 40-hour work week with on-call shifts.
10. Ability to lift up to 50 pounds and move equipment up to 300 pounds with transport trucks.
11. Legal work status in Canada.
12. Work schedule from Sunday to Thursday.
13. Periodic travel within regions and across Canada.

Skills

1. Excellent troubleshooting and problem-solving skills.
2. Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
3. Strong customer service skills.
4. Effective verbal and written communication skills.
5. Ability to work independently and with various power tools.
6. Attention to detail and accuracy to meet regulatory standards.
7. Basic understanding of slot and card game processes.

Physical Requirements

Must meet physical demands such as sitting, standing, walking, bending, using hands, operating a computer, and visual acuity for close and distance work. Reasonable accommodations available for disabilities.

Work Conditions

Employment involves working in a highly regulated gaming environment, potentially requiring licenses, background checks, and adherence to legal standards. Employees must meet these requirements as a condition of employment. Additional tasks may be assigned as needed.