Field Service Technician, Niagara Falls, Ontario, Canada

Arrow International; Niagara Falls; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Field Service Technician to provide exceptional support to customers in the Niagara Falls area. This full-time role involves diagnosing and resolving technical issues, logging service calls, and ensuring customer satisfaction. The ideal candidate will have a strong background in electronic and PC technologies, excellent communication skills, and the ability to work independently. With travel requirements exceeding 75%, this position offers a dynamic work environment, engaging with various clients in diverse settings. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Diagnose software and hardware problems and solve customer equipment issues.
• Log service calls in Salesforce and assist customers with equipment configuration.

Skills

Analytical Skills

Customer Relations

Communication Skills

Self-Motivation

Planning and Organizational Skills

Education

Associate degree in Computer Technologies

3 years experience in electronic and PC technologies

Tools

Salesforce

MS Office

Proprietary software

Job description

Job Type: Full-time

Description:

Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region. This is not a remote role.

Responsibilities:

• Diagnose software and hardware problems effectively and solve customer equipment issues according to established performance standards.
• Log service calls in Salesforce and record related pertinent information.
• Provide remote phone support when not traveling.
• Escalate any tier 2/3 issues to the support specialist.
• Escalate support issues to management in a timely manner.
• Achieve above average first visit resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• Assist customers with 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.
• Recommend and execute appropriate solutions in a timely manner.
• Follow up with customers as needed.
• Work from home effectively, requiring 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.
• Self-motivated to work independently without direct supervision.
• Effective planning and organizational skills to manage time and call load efficiently.
• Competency in various software applications including MS Office.
• Experience with Proprietary software is 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.