Field Service Technician

Arrow International, Inc.; Fargo (ND); Hybride; USD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Profit-sharing

401(k) matching

Bonus week in July

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

SQL

Active Directory

Networking

Analytical skills

Reading schematics

Customer relations

MS Office

Independent work

Time management

PC applications

Formation

Associate degree in Computer Technologies

Outils

Salesforce

Proprietary software

Description du poste

Join the Fun at Arrow International!

Arrow International is the world's #1 maker of charitable gaming products, from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globe and we're growing fast! We're building a winning culture that’s all about teamwork, passion, and innovation. At Arrow, you're not just another employee, you're part of a high-performing team that’s redefining fun and giving back to communities. We believe in rewarding your hard work with profit-sharing, 401(k) matching, great benefits, and paid time off including a bonus week every July! If you're looking for a career that’s exciting, meaningful, and full of opportunity, Arrow is the place to be.

Position Summary

This role provides technical support and field service for customer equipment, including troubleshooting hardware and software issues, performing installations, and delivering user training. Responsibilities include documenting service activity, providing remote and on-site support, coordinating parts and repairs with distributors, and escalating complex issues when needed. The position requires extensive travel and a strong focus on timely problem resolution and customer satisfaction.

Primary Roles And Responsibilities

• Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
• Responsible for logging service calls in Salesforce and recording related pertinent information.
• Responsible for remote phone support when not traveling.
• Responsible for escalating any tier 2/3 issues to the support specialist.
• Responsible for escalating any support issues to management in a timely manner.
• Ability to work through issues with above average first visit resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• On-site installations and support required, overnight travel will be involved and can exceed 75% at times.
• Assists customers on the configuration and programming of Arrow equipment.
• Train distributors and customers on the use of Arrow equipment.
• Exceed customer satisfaction objectives as outlined by Arrow management.
• Recommends and executes appropriate solutions in a timely manner.
• Responsible for promptly following up with customers as needed.
• Ability to work from home effectively, which includes access to high-speed DSL or Cable internet.
• Other duties as assigned by management.

Requirements

• 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.

Preferred

• Previous field support experience.
• Prior experience in supporting electronic gaming devices.
• Bingo Gaming experience
• Certification and 2 or more years of commensurate experience in network technologies.

Working Conditions

• Travel is required and can exceed 75%.
• Overtime and standby availability are required.
• Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.
• Installations will include running cables, lifting heavy devices, and climbing ladders.
• Available to work any shift and weekends as needed.

Diversity and Inclusion Statement

At Arrow International, we are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that embracing our differences makes us stronger, more innovative, and better positioned to serve our communities. We are proud to be an equal opportunity employer and strive to create an environment where everyone feels welcome, supported, and empowered to succeed.

Equal Opportunity Statement

Arrow International is an equal opportunity employer. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical or mental disability - except where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.

Americans With Disabilities Act (ADA) Statement

Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application, participate in the interview process, undergo any pre-employment testing, or otherwise take part in the employee selection process, please contact us at [e-mail]. To ensure a safe and productive work environment, all candidates who receive a conditional job offer must successfully pass a confidential pre-employment drug screening, which generally consists of a hair drug test, and receive an acceptable result as a condition of employment.