Field Service Technician, Edmonton, AB, Canada

Arrow International, Inc.; Edmonton; Remote; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to join their team. This role involves diagnosing and resolving software and hardware issues while providing exceptional customer service. You will be responsible for logging service calls, assisting customers with equipment configuration, and training distributors. With a focus on exceeding customer satisfaction, you will work independently and remotely, requiring strong analytical and communication skills. If you thrive in a dynamic environment and are passionate about technology, this opportunity is perfect for you.

Qualifications

• Associate degree in Computer Technologies or equivalent experience required.
• 3+ years of experience in electronic and PC technologies preferred.

Responsibilities

• Diagnose and solve software and hardware problems effectively.
• Provide remote phone support and escalate issues as necessary.
• Train customers and distributors on Arrow equipment usage.

Skills

Analytical Skills

Customer Relations

Technical Support

Problem Solving

Communication Skills

Self-Motivation

Organizational Skills

Education

Associate degree in Computer Technologies

3 years experience in electronic and PC technologies

Tools

Salesforce

MS Office

SQL

Windows Active Directory

Networking

Job description

Job Type

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.
• PC applications support experience.

Requirements

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.