Field Operations Technician

Accel Entertainment, Inc.; Des Moines (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

Accel Entertainment, Inc. is seeking a Field Operations Technician to install, maintain, repair, service, and transport Electronic Gaming Machines and related equipment across an Iowa service territory.

You will be the primary field representative, traveling daily to locations, performing installations, maintenance, cash handling, and customer support while ensuring regulatory compliance. The role reports to the Director, Field Services and emphasizes exceptional service, rapid response, and

Responsibilities

• Install and relocate Electronic Gaming Machines, Redemption Terminals, ATMs, Marketing devices, amusement devices, and related equipment at customer locations
• Prepare equipment for operation: Configure and prepare equipment according to regulatory requirements, and perform startup testing, quality assurance inspections, and safety verification
• Deliver equipment and supplies: Transport equipment and supplies between company facilities and customer locations
• Respond to scheduled and emergency service calls, diagnosing mechanical, electrical, software, and communication issues
• Repair or replace defective components, interpreting wiring diagrams and using electrical testing equipment including multimeters and cable testers
• Install software updates, perform game conversions as directed, and configure and troubleshoot network connections for equipment at customer locations
• Perform preventative maintenance: Conduct preventative maintenance and wellness inspections, and clean and maintain equipment to company standards
• Support customers on game functions: Explain game functions to customers when necessary
• Meet service performance standards: Achieve department targets for response time, first-time fix rate, and service efficiency
• Deliver, exchange, and reconcile Gift Cards
• Replenish redemption terminal cassettes and ATMs
• Handle collections: Collect cash cans, reconcile receipts and deposits, and complete required chain-of-custody documentation
• Secure company assets: Follow all company security procedures for transporting company assets and valuables
• Maintain assigned vehicle inventory and ensure adequate stock of repair parts, tools, supplies, and consumables
• Follow established procedures for parts ordering and inventory control
• Maintain company vehicles in accordance with company policy
• Complete service reports, installation records, inventory logs, reconciliation paperwork, and regulatory documentation
• Use company software and mobile applications to document field activities and maintain accurate records for equipment installations, repairs, inspections, and route activities
• Comply with all applicable gaming regulations, company policies, and standard operating procedures
• Build location relationships: Develop positive working relationships with location personnel and represent the company professionally at all customer locations
• Communicate effectively: Communicate professionally with customers, dispatch, and internal departments
• Minimize downtime: Provide timely service to minimize equipment downtime

Job description

About Us

Accel Entertainment, Inc. (NYSE: ACEL) is a growing provider of locals-focused gaming and one of the largest terminal operators in the United States, supporting more than 29,000 electronic gaming terminals in nearly 4,700 third-party local and regional establishments and 20 self-operated gaming locations across ten states. Through exclusive long-term contracts, Accel serves licensed non-casino locations including bars, restaurants, convenience stores, truck stops, gaming cafes, and fraternal and veteran establishments.

Accel provides its local partners with a turnkey, full-service, capital-efficient gaming solution that encompasses manufacturing, content, payments, loyalty, 24/7 customer service, data analysis and reporting, and cash logistics. The Company's racino, Fairmount Park - Casino & Racing, features live racing, electronic gaming machines, live table games, food and beverage amenities, and pari-mutuel betting.

SUMMARY

The Field Operations Technician is a field-based role that will install, maintain, repair, service, and transport Electronic Gaming Machines (EGMs), Redemption Terminals (RTs), ATMs, Marketing devices, amusement devices such as jukeboxes, pool tables, and darts, and related equipment throughout an assigned Iowa service territory, while providing inventory management and operational support. Reporting to the Director, Field Services, you will serve as the primary field representative for assigned customer locations, traveling daily to perform equipment installations, preventative maintenance, technical repairs, route operations, cash and cassette exchanges, ATM replenishment, documentation, inventory management, and customer support while ensuring compliance with company policies and all applicable gaming regulations. You will promote exceptional customer service by minimizing equipment downtime, maintaining operational readiness, and supporting the success of local business partners.

DUTIES AND RESPONSIBILITIES

Equipment Installation

• Install and relocate equipment: Install, remove, and relocate Electronic Gaming Machines, Redemption Terminals, ATMs, Marketing devices, amusement devices, and related equipment at customer locations
• Prepare equipment for operation: Configure and prepare equipment according to regulatory requirements, and perform startup testing, quality assurance inspections, and safety verification
• Deliver equipment and supplies: Transport equipment and supplies between company facilities and customer locations

Service & Repair

• Respond to service calls: Respond to scheduled and emergency service calls, diagnosing mechanical, electrical, software, and communication issues
• Repair equipment: Repair or replace defective components, interpreting wiring diagrams and using electrical testing equipment including multimeters and cable testers
• Maintain software and connectivity: Install software updates, perform game conversions as directed, and configure and troubleshoot network connections for equipment at customer locations
• Perform preventative maintenance: Conduct preventative maintenance and wellness inspections, and clean and maintain equipment to company standards
• Support customers on game functions: Explain game functions to customers when necessary
• Meet service performance standards: Achieve department targets for response time, first-time fix rate, and service efficiency

Route Operations

• Manage gift cards: Deliver, exchange, and reconcile Gift Cards
• Replenish cash equipment: Replenish redemption terminal cassettes and ATMs
• Handle collections: Collect cash cans, reconcile receipts and deposits, and complete required chain-of-custody documentation
• Secure company assets: Follow all company security procedures for transporting company assets and valuables

Inventory & Asset Management

• Manage vehicle inventory: Maintain assigned vehicle inventory and ensure adequate stock of repair parts, tools, supplies, and consumables
• Control parts and inventory: Follow established procedures for parts ordering and inventory control
• Maintain company vehicles: Maintain company vehicles in accordance with company policy

Documentation & Compliance

• Complete required documentation: Complete service reports, installation records, inventory logs, reconciliation paperwork, and regulatory documentation
• Maintain accurate records: Use company software and mobile applications to document field activities and maintain accurate records for equipment installations, repairs, inspections, and route activities
• Ensure compliance: Comply with all applicable gaming regulations, company policies, and standard operating procedures

Customer Service

• Build location relationships: Develop positive working relationships with location personnel and represent the company professionally at all customer locations
• Communicate effectively: Communicate professionally with customers, dispatch, and internal departments
• Minimize downtime: Provide timely service to minimize equipment downtime

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