Field Service Engineer

Aristrocat; Remote; GBP 30,000 - 50,000; Full time

Job summary

A leading gaming technology company in the UK is seeking a technician to provide installation and support for slot machines. The role includes troubleshooting, customer service, and maintaining equipment. Candidates should have electronics qualifications, industry experience, and excellent communication skills. This fully remote position allows for travel within the UK and requires a commitment to customer satisfaction and teamwork.

Benefits

World Leader in Gaming Entertainment

Robust benefits package

Global career opportunities

Qualifications

• Electronics qualifications preferred.
• Industry-related experience preferred.
• Demonstrate problem-resolution skills and ability to learn.
• Understanding of all Microsoft Office Suite products.
• Must have excellent verbal and written communication and customer service skills.

Responsibilities

• Install and repair vital gaming machines.
• Coordinate installations and visitation schedules.
• Provide customer support for training and maintenance.
• Assist customers with technical challenges.
• Lead service activities to resolve customer concerns.

Skills

Problem-resolution skills

Customer service skills

Organizational skills

Detail-oriented

Digital electronics understanding

Networking technologies familiarity

Education

Electronics qualifications

Industry-related experience

Tools

Microsoft Office Suite

Job description

This position is responsible for customer satisfaction while performing installation, support, and ongoing technical service in the field for various types of slot machines and related products. Individual is committed to the mission and principles of Aristocrat and the Customer Service organisation.

Responsibilities

• Install, convert, issue resolution, repair and/or de‑install vital gaming machines, signs, and gaming controllers.
• Coordinate all installations and visitation schedules in conjunction with the Dept Head; pre‑plan, schedule and perform service activities assigned to a geographic territory.
• Provide direct customer support for training, parts purchasing advice and preventative maintenance programs.
• Assist customers by telephone or in person regarding technical challenges and report on trends, needs and service challenges to keep management advised.
• Liaise with customer representatives and management regarding product performance, service or installation scheduling, training, and operational issues.
• Lead service activities and service cases to ensure timely and successful resolution of customer concerns.
• Carry out any other reasonable duties that may occur on an ad‑hoc basis and/or be requested by management.
• Maintain a neat and tidy workplace at customer sites as well as provide monthly reporting on field issues and installations.
• Monitor system‑related issues on OneLink, Vertex Bingo, etc. to ensure actions are taken to resolve the customer problem(s).
• Include software burning as an ongoing job.

Qualifications

• Electronics qualifications preferred.
• Industry‑related experience preferred.
• Demonstrate problem‑resolution skills and ability to learn.
• Successfully completed professional training courses or industry certification, if applicable.
• Understanding of all Microsoft Office Suite products.
• Must have excellent verbal and written communication and customer service skills.
• In‑depth understanding of digital electronics.
• Familiarity with networking technologies and issue resolutions.
• Must be organised, detailed, goal‑oriented and results‑driven.

Personal Attributes We Are Looking For

• The ability to collaborate and connect with all levels of management.
• Timely understanding and execution of instructions when assigned a task by a Department Head or designated individual overseeing installations.
• Build customer advocacy for Aristocrat products and service by delivering exemplary quality and performance as a leading supplier in the gaming industry.
• Must be ready to travel on short notice, possibly for extended periods, and able to fly within EMEA any day.
• Must be willing to work extended hours, on‑call for dispatch and variable work shifts.
• Should be capable of performing a 2‑person lift of a 110kg game onto stands, with a minimum 23kg lift alone.
• Self‑motivated and self‑disciplined.
• Must acquire gaming licenses in approved jurisdictions, such as the Nevada Gaming Control Board, and hold a valid passport and driver’s licence.
• Ability to maintain confidentiality of information regarding the company, product, and employee information.
• Follow all lawful employer safety and health rules.

Please note this position is offered UK fully remote. This role is to be positioned in the North of the UK around the Manchester area.

Aristocrat is a world leader in gaming content and technology, and a top‑tier publisher of free‑to‑play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities. Aristocrat operates in a highly regulated environment and holds licences in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licences. The specific information required may vary depending on the jurisdiction and project assignment.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realise their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

Benefits

• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

Travel Expectations

Up to 50%