Field Service Tech - Gaming Equipment & Installations

Arrow International, Inc.; Fargo (ND); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Profit-sharing

401(k) matching

Bonus week in July

Job summary

Arrow International, Inc. is seeking a Field Service Technician to provide technical support and field service for customer equipment, including installations and user training.

The role requires extensive travel and on-site support, with up to 75% travel at times, and the ability to work from home with reliable high-speed internet. You will diagnose software and hardware problems, log service calls in Salesforce, assist distributors with parts and RMAs, and escalate issues when needed.

Qualifications

• 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.
• Must be self‑motivated to work independently without direct supervision.
• Effective planning and organizational skills to efficiently manage time and call load.
• Competency in various software applications including MSOffice.
• Experience with Proprietary software a plus.
• PC applications support experience.

Responsibilities

• Diagnose software and hardware problems; analyze, identify, and solve customer equipment problems.
• Log service calls in Salesforce and record related information.
• Provide remote phone support when not traveling.
• Escalate tier 2/3 issues to the support specialist.
• Escalate issues to management in a timely manner.
• Aim for above-average first-visit resolutions.
• Work with distributors on parts orders, RMAs, and technical assistance.
• On-site installations and support; overnight travel may exceed 75%.
• Assist customers on configuration and programming of Arrow equipment.
• Train distributors and customers on Arrow equipment use.
• Exceed customer satisfaction objectives.
• Recommend and execute timely solutions.
• Promptly follow up with customers.
• Work from home effectively with access to high-speed internet.
• Other duties as assigned.

Skills

SQL

Active Directory

Networking

Analytical skills

Reading schematics

Customer relations

MS Office

Independent work

Time management

PC applications

Education

Associate degree in Computer Technologies

Tools

Salesforce

Proprietary software

Job description

Arrow International, Inc. is seeking a Field Service Technician to provide technical support and field service for customer equipment, including installations and user training.

The role requires extensive travel and on-site support, with up to 75% travel at times, and the ability to work from home with reliable high-speed internet. You will diagnose software and hardware problems, log service calls in Salesforce, assist distributors with parts and RMAs, and escalate issues when needed.