Field Service Technician

Diamond Game; Greater Sudbury; On-site; CAD 45,000 - 60,000; Full time

Job summary

A gaming solutions provider located in Greater Sudbury seeks a Field Service Technician to provide excellent customer service and technical support. This role involves diagnostics, repairs, and preventive maintenance for gaming equipment. Candidates should have a high school diploma and 2+ years of relevant experience. Strong communication and technical troubleshooting skills are essential, along with the ability to lift heavy equipment. Travel may be required.

Benefits

Career development opportunities

Comprehensive benefits

Work-life balance

Qualifications

• 2+ years of technical/electrical experience.
• Valid driver's license and ability to operate a motor vehicle.
• Ability to lift and move heavy equipment.

Responsibilities

• Perform diagnostics, maintenance, and repairs on products.
• Plan and perform preventive maintenance.
• Provide Tier 1 support, including logging issues.

Skills

Technical troubleshooting skills

Attention to detail

Strong communication skills

Planning and organizational skills

Education

High School diploma or equivalent

Technical degree/certification

Tools

Microsoft Office Suite

Job description

WHY DIAMOND GAME?

When you work at Diamond Game, you become part of a diverse, innovative, and technology-focused gaming organization. Our employees collaborate at all levels to ensure the highest standards of quality.

As a Diamond Game employee, you have opportunities for growth, career mentoring, and valuable work experience. We value and encourage internal growth, recognizing that our talent drives our success.

We offer career development, comprehensive benefits, work-life balance, and an inclusive culture, creating a rewarding employee experience.

Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1994, we are a subsidiary of Pollard Banknote Limited and sister company to Pollard Games, Inc DBA American Games and International Gamco.

Our mission is to develop innovative gaming solutions for charitable and lottery markets, providing players with exciting experiences. We prioritize customer service and deliver products that outperform competitors. We foster a team-oriented environment that encourages imagination and continuous improvement. Our products positively impact charitable communities across North America.

Our Core Values are: Collaboration; Innovation; Integrity; Growth; and Have Fun!

Position Summary

Field Service Technicians at Diamond Game are customer service ambassadors, providing excellent support for our products. This technical, customer-centric role involves preparation, installation, troubleshooting, repair, preventative maintenance, and Tier 1 support for our electronic and physical ticket dispensers and related equipment.

Essential Duties and Responsibilities

1. Perform diagnostics, maintenance, and repairs on Diamond Game products.
2. Support activities to meet service level agreement timelines.
3. Plan and perform preventive maintenance, including cleaning and hardware checks.
4. Install and upgrade equipment and software.
5. Provide Tier 1 support, including answering calls, logging issues, and escalating when necessary.
6. Assist with basic repair and maintenance of related equipment.
7. Document maintenance and repairs accurately and promptly.
8. Follow jurisdictional regulations for gaming equipment handling.
9. Communicate with management and departments about ongoing activities.
10. Gather and report detailed information on customer issues.
11. Complete work orders and other tasks as assigned.
12. Demonstrate core values in all activities.
13. Perform additional duties as requested by management.

Education & Experience Requirements

• High School diploma or equivalent.
• 2+ years of technical/electrical experience, technical degree/certification, or equivalent.
• Valid driver's license and ability to operate a motor vehicle.
• Proficiency in Microsoft Office Suite.

Knowledge and Abilities Requirements

• Background checks may be required for gaming licenses.
• Knowledge of safety protocols.
• Basic technical and electronic troubleshooting skills.
• Attention to detail and strong communication skills.
• Good planning and organizational skills, adaptable to change.
• Ability to work independently and in teams.
• Willingness to work varied shifts and overtime.
• Physical ability to move equipment up to 250 lbs with aids, and lift up to 40 lbs unaided.

Work Environment

The environment includes moderate noise levels, often in busy bars or clubs. Travel may be required, including overnight stays, with a clean driving record and comfort driving in various weather conditions.

Physical Demands

• Ability to lift and move heavy equipment.
• Must be able to sit, walk, talk, hear, and use hands for various tasks.
• Specific vision abilities required.
• Travel may be necessary.

Employment is contingent upon background checks and drug testing. We are an equal opportunity employer and do not accept unsolicited agency resumes.