Field Service Technician-Sudbury, ONT

Diamond Game; French River; On-site; CAD 50,000 - 70,000; Full time

Job summary

A gaming technology company in Ontario is seeking a Field Service Technician to be the customer service ambassador. Responsibilities include technical maintenance and support for lottery equipment. Candidates must have a High School diploma and 2+ years of technical experience. The role involves travel and teamwork in a diverse, engaging environment.

Benefits

Career development opportunities

Robust benefits package

Work-life balance

Qualifications

• High School diploma or equivalent.
• 2+ years technical/electrical experience or technical degree/certification.
• Qualified to operate a motor vehicle and possess a valid driver's license.

Responsibilities

• Perform diagnostic checks, maintenance, and repairs.
• Plan, schedule, and perform preventive maintenance on machines.
• Act as the first line of support for Tier 1 customer issues.

Skills

Customer service

Technical troubleshooting

Interpersonal communication

Planning and organizational skills

Education

High School diploma

2+ years technical/electrical experience or technical degree/certification

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Overview

WHY DIAMOND GAME?

When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards.

As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.

Career development, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.

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

Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many 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 first and foremost customer service ambassadors, not only by providing excellent service and support for the products, but also by delivering the desired customer service experience. The role of Field Service Technician is a technical, customer-centric position focused on preparation, installation, troubleshooting, repair, preventative maintenance, and Tier 1 customer support for Diamond Game's lottery electronic and physical ticket dispensers as well as associated equipment.

Essential Duties and Responsibilities

• Perform diagnostic checks, maintenance and repairs to all Diamond Game
• Perform activities and provide support to ensure defined service level agreement timelines are
• Plan, schedule, and perform Preventive Maintenance on machines (clean, tighten loose hardware and secure loose wiring).
• Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs.
• Act as the first line of support for Tier 1 customer This may include answering support calls, logging call information, as well as resolving, transferring, or escalating Tier 1 support requests.
• Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers.
• Record maintenance and repair actions in approved reporting software, accurately and within defined timeframes.
• Adhere to jurisdictional regulations regarding the proper handling of upgrades and maintenance for gaming equipment.
• Communicate and report to management and other departments within Diamond Game on the status of assigned activities.
• Gather and record detailed information and reports on issues reported by the customers or otherwise identified at customer sites.
• Report on work orders and other assigned tasks
• Performs other duties as
• Consistently demonstrate the ability to practice Diamond Game's core values and apply them.
• Perform other tasks and duties as needed and/or requested by management.

Education & Experience Requirements

• High School diploma or
• 2+ years technical/electrical experience or technical degree/certification or equivalent
• Qualified to operate a motor vehicle and possess a valid driver's
• Microsoft Office (Word, Excel, Outlook)

Knowledge and Abilities Requirements

• Employees may be required to undergo state and federal background checks for gaming licenses and/or approval by Lottery to work on gaming products in the jurisdiction.
• Knowledge and adherence to essential safety
• Basic technical/electronic maintenance and troubleshooting
• Attention to detail, competent interpersonal, oral and written communication
• Planning, organizational skills, adaptability.
• Ability to work with minimal supervision as well as in a team
• Ability to work varied shifts and overtime as
• Must be able to move equipment up to 250lbs with the aid of dollies and tools; able to lift and move up to 40lbs short distances without mechanical aid, and frequently lift and/or move up to 10 lbs.

Work Environment

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the office work environment is usually moderate.
• Work is often performed in a bar or fraternal club setting in a predetermined geographical area.
• Bars are often busy and loud, especially during peak hours.
• The work environment can be noisy due to music, conversations and other sounds.

This position may require a significant amount of travel during the assigned work week with the occasional overnight stay; technician van will be assigned. This position requires a clean driving and criminal record and being comfortable driving long distances in varied weather conditions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to move equipment up to 250lbs with the aid of dollies and tools; able to lift and move up to 40lbs short distances without mechanical aid, and frequently lift and/or move up to 10lbs.
• While performing the duties of this job, employees are required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
• Employees are occasionally required to move around the office.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• May require travel dependent on company needs.
• Employees may occasionally lift and/or move up to 30 lbs.
• Can work under deadlines.

We thank all that apply; however only the most qualified candidates selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Background Screening (Criminal History Search)

Diamond Game Enterprises, a subsidiary of Pollard Banknote Limited provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

To ALL Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

All offers of employment are conditional on successfully passing a regulatory background check