Field Service Engineer

Aristocrat; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading gaming technology company is seeking a dedicated technician for installation, maintenance, and support of gaming products. The ideal candidate will possess strong electronics qualifications and excellent customer service skills. Responsibilities include coordinating installations, providing technical support, and ensuring customer satisfaction. The position may require travel within EMEA and the ability to lift gaming machinery. The company values diversity and provides opportunities for personal growth.

Benefits

Robust benefits package

Global career opportunities

Diversity and inclusion

Qualifications

• Strong understanding of Digital Electronics.
• Must have excellent customer service skills.
• Industry related experience preferred.
• Excellent verbal and written communications and customer service skills.
• Must have an understanding of Digital Electronics.

Responsibilities

• Install and repair gaming machines and controllers.
• Provide direct customer support and training.
• Coordinate installation schedules with department head.
• Liaison with customer representatives about product performance.
• Lead service activities to ensure customer satisfaction.

Skills

Electronics qualifications

Problem resolution skills

Verbal and written communication

Organised and goal-driven

Understanding of networking technologies

Familiarity with networking technologies

Organized and detailed

Education

Professional training courses or industry certification

Job description

Job Description Summary

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.

Job Requirements

You will be responsible for customer satisfaction while performing installation, support, and ongoing technical service in the field for various types of slot machines and related products.

What you'll do

• Install, convert, issue resolution, repair and / or de – install vital Gaming Machines, Signs, and gaming controllers.
• Responsible for the coordination of all installations and visitation schedules in conjunction with the Dept Head. Pre-plan, schedule and perform services activities assigned to geographic territory.
• Provide direct customer support for training, parts purchasing advice and preventative maintenance programs.
• Provide assistance to customers by telephone or in person regarding technical challenges and reports on trends, needs and service challenges to keep management advised.
• Liaison 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 concern(s).
• Carry out any other reasonable duties that may occur on an ad hoc basis and/or requested by management.
• Maintain a neat and tidy workplace at customer sites as well as monthly reporting on field issues and installations
• Monitor System related issues on one link, vertex bingo etc to ensure actions are taken to resolve the customer problem(s).
• Other duties as assigned. Include software burning as ongoing job.

What we're looking for

• 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 communications and customer service skills.
• In depth understanding of Digital Electronics.
• Familiarity with networking technologies and issue resolutions.
• Must be organised, detailed, goal 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 like Nevada Gaming Control Board and hold a valid passport and driver’s license.
• Ability to maintain confidentiality of information regarding the company, product, and employee information.
• Follow all lawful employer safety and health rules.

Why Aristocrat?

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.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize 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

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

Our Values

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

Travel Expectations

Up to 50%

Additional Information

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 licenses 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 licenses. The specific information required may vary depending on the jurisdiction and project assignment.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.