On-Site Field Service Technician – Lottery Retail Equipment

Scientific Games; Glenwillow (OH); On-site; USD 32,000 - 48,000; Full time

Job summary

Scientific Games is seeking a Field Service Technician to service lottery retailer locations, perform installs, removals, and maintenance on equipment, and train customers on use and upkeep of devices. You will manage service calls, coordinate with data centers, and ensure timely visits with a strong emphasis on customer satisfaction.

You will work at client sites, handle varied hardware/software issues, and maintain vehicle readiness while complying with safety and regulatory standards.

Qualifications

• High school diploma or equivalency.
• Pass a background check, drug test, and have a clean driving record.
• 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 communications 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 judgement and problem-solving skills to determine most cost-effective repair/resolution to minimize customer downtime.
• Ability to work weekends, holidays and evenings as needed.
• Available to work overtime as needed.
• Ability to lift, install and move large self-service equipment (regularly lift or move 35 pounds or more).
• Occasional ladder climbing.

Responsibilities

• As part of your day, you are responsible for the completion of assigned service calls at lottery retailer locations.
• Provide a positive customer experience using your customer service and technical skills.
• Communicate the value of our services and match products with customer needs.
• Perform extensive field repair functions including installs, removing terminals, communications equipment and peripheral procedures, with little to no supervision.
• Performs vehicle management functions as set by guidelines.
• Partnering with the Data Center to ensure timeliness to retail locations and understanding problems at each assigned service location.
• Records service call information, logs and reports data communication problems to management and communication recommendations on customer’s equipment.
• Follows through on customer issues that require additional support.
• Ability to troubleshoot all forms of communications within a retail location.
• Performs routine maintenance on company vehicles.
• Maintains an acceptable driving record in accordance with the Motor Vehicle Policy.
• Build and maintain strong, long-lasting customer relationships.
• Solve your customers’ challenges the first time, owning it.
• Some troubleshooting of customer issues over the telephone.
• Training of new and existing customers.
• This position will average approximately six to ten detailed activities per day depending upon local area needs, responsibility, and service order type.
• Occasionally assist in the training of new and existing team members.
• Performs these functions and all other duties as assigned.

Skills

Customer service

Technical troubleshooting

MS Office

Driver's license

Education

High School Diploma

Tools

Hardware troubleshooting

Job description

Scientific Games is seeking a Field Service Technician to service lottery retailer locations, perform installs, removals, and maintenance on equipment, and train customers on use and upkeep of devices. You will manage service calls, coordinate with data centers, and ensure timely visits with a strong emphasis on customer satisfaction.

You will work at client sites, handle varied hardware/software issues, and maintain vehicle readiness while complying with safety and regulatory standards.