Field Service Technician, Cleveland Region

Scientific Games, LLC; Glenwillow (OH); On-site; USD 42,000 - 68,000; Full time

Job summary

Scientific Games is seeking a Field Service Technician to service lottery retail locations on-site. You will install, repair, relocate and train customers on equipment ranging from terminals to POS and vending systems, ensuring high-quality service and rapid issue resolution.

Travel may be required; you will build strong customer relationships, troubleshoot communications, and perform routine vehicle maintenance while meeting regulatory and company standards.

Qualifications

• High school diploma or equivalent is required.
• Background check, drug test, and clean driving record required.
• Able to travel overnight if needed.
• Familiar with MS Office and basic troubleshooting of software/hardware.

Responsibilities

• Provide a positive customer experience using customer service and technical skills.
• Communicate the value of our services and match products with customer needs.
• Perform extensive field repair functions including installs, removal of terminals, communications equipment and peripheral procedures, with little to no supervision.
• Perform vehicle management functions as set by guidelines.
• Partner with the Data Center to ensure timeliness to retail locations and understand problems at each assigned service location.
• Record service call information, logs, and report data communication problems to management and communicate recommendations on customer’s equipment.
• Follow through on customer issues that require additional support.
• Troubleshoot all forms of communications within a retail location.
• Perform routine maintenance on company vehicles.
• Maintain an acceptable driving record in accordance with the Motor Vehicle Policy.
• Build and maintain strong, long‑lasting customer relationships.
• Solve customer challenges the first time, owning it.
• Provide troubleshooting of customer issues over the telephone.
• Train new and existing customers.
• Average approximately six to ten detailed activities per day depending on local area needs, responsibility, and service order type.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Evening/weekend availability

Overtime availability

Safe driving

Teamwork

Education

High school diploma or equivalent

Tools

MS Office (Excel, Word, PowerPoint)

Job description

Company Overview

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting‑edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery.

Position Summary

A Field Service Technician is a client‑site facing technician who services lottery retail locations. They perform client‑site servicing, repair, installation, and relocation of company equipment and supplies. The equipment varies from communication hardware to point‑of‑sale and vending equipment. The Field Service Technician also provides training and preventative maintenance to customers on all aspects of the equipment.

Responsibilities

• Provide a positive customer experience using customer service and technical skills.
• Communicate the value of our services and match products with customer needs.
• Perform extensive field repair functions including installs, removal of terminals, communications equipment and peripheral procedures, with little to no supervision.
• Perform vehicle management functions as set by guidelines.
• Partner with the Data Center to ensure timeliness to retail locations and understand problems at each assigned service location.
• Record service call information, logs, and report data communication problems to management and communicate recommendations on customer’s equipment.
• Follow through on customer issues that require additional support.
• Troubleshoot all forms of communications within a retail location.
• Perform routine maintenance on company vehicles.
• Maintain an acceptable driving record in accordance with the Motor Vehicle Policy.
• Build and maintain strong, long‑lasting customer relationships.
• Solve customer challenges the first time, owning it.
• Provide troubleshooting of customer issues over the telephone.
• Train new and existing customers.
• Average approximately six to ten detailed activities per day depending on local area needs, responsibility, and service order type.

Qualifications

Education: Must have a high school diploma or equivalency.

• Pass a background check, drug test, and have a clean driving record.
• Able to travel overnight if needed.
• Ability to drive a non‑CDL delivery truck.
• Familiarity with MS Office products (Excel, Word, PowerPoint, etc.).
• Understanding of, and some experience with, troubleshooting computer software and hardware technologies.
• Excellent interpersonal, verbal, and written communication skills.
• Exceptional customer satisfaction skills.
• Promptly respond to customer/leadership requests and feedback.
• Proven self‑starter with motivation and ability.
• Organization and time management skills that enable effective multitasking.
• Strong judgment and problem‑solving skills to determine the most cost‑effective repair/resolution to minimize customer downtime.
• Ability to work weekends, holidays, and evenings as needed.
• Available to work overtime as required.
• Ability to lift, install, and move large self‑service equipment (regularly lift or move 35 pounds or more).
• Occasional ladder climbing.

Physical Requirements

Regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus while working with computer and business equipment. Must frequently lift and/or move up to 10 pounds and occasionally up to 50 pounds. If working in the field, production and/or warehouse, must use approved Personal Protective Equipment.

Work Conditions

Scientific Games operates in highly regulated gaming and lottery businesses. Employees may need to obtain gaming or other licenses, undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contract. As part of hiring and continuing employment, SG requires employees to meet necessary regulatory and contractual commitments. Candidates will be asked to consent to due diligence/background investigation.

Equal Opportunity Statement

SG is an Equal Opportunity Employer and does not discriminate against applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability. For more information about your equal employment opportunity rights, please see the EEOC Poster.