Field Service Technician, Edmonton, AB, Canada

Arrow International; Edmonton; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Field Service Technician in Edmonton, where you'll leverage your technical expertise to diagnose and resolve software and hardware issues. This role involves providing exceptional customer support, training clients on equipment usage, and collaborating with distributors. You will thrive in a dynamic environment, often working remotely while traveling to various locations, including casinos and bingo halls. If you are self-motivated and possess strong analytical and communication skills, this is the perfect opportunity to make an impact in the field service industry.

Qualifications

• Ability to diagnose software and hardware problems effectively.
• Minimum of 3 years experience in electronic and PC technologies.

Responsibilities

• Diagnose and solve customer equipment problems effectively.
• Provide remote phone support and escalate issues as needed.

Skills

Analytical Skills

Customer Relations

Communication Skills

Self-motivation

Problem-solving

Education

Associate degree in Computer Technologies

3 years experience in electronic and PC technologies

Tools

Salesforce

MS Office

Windows Active Directory

SQL

Job description

All Jobs > Field Service Technician, Edmonton, AB, Canada

Field Service Technician, Edmonton, AB, Canada

Full-time

Description

• Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
• Responsible for logging service calls in Salesforce and recording related pertinent information.
• Responsible for remote phone support when not traveling.
• Responsible for escalating any tier 2/3 issues to the support specialist.
• Responsible to escalate any support issues to management in a timely manner.
• Ability to work through issues with above average first visit resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• Assist customers on the configuration and programming of Arrow equipment.
• Train distributors and customers on the use of Arrow equipment.
• Exceed customer satisfaction objectives as outlined by Arrow management.
• Recommends and executes appropriate solutions in a timely manner.
• Responsible for promptly following up with customers as needed.
• Ability to work from home effectively which includes access to high-speed DSL or Cable internet.
• Other duties as assigned by management.

Experience and Education

• Associate degree in Computer Technologies or applicable experience
• Minimum of 3 years training or commensurate experience in electronic and PC technologies.
• Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.
• Strong analytical skills.
• Ability to read schematics and technical manuals.
• PC, mechanical and electrical aptitude.
• Excellent written and verbal communication skills.
• Strong customer relations and phone skills.
• Must be self-motivated to work independently without direct supervision.
• Effective planning and organizational skills to efficiently manage time and call load.
• Competency in various software applications including MSOffice.
• Experience with Proprietary software a plus.

Preferred

• Previous field support experience.
• Prior experience in supporting electronic gaming devices.
• Bingo Gaming experience
• Certification and 2 or more years of commensurate experience in network technologies.

Working Conditions

• Travel is required and can exceed 75%.
• Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.
• Installations will include running cable, lifting heavy devices, and climbing ladders.
• Available to work any shift and weekends as needed.