Onsite Technical Support Engineer, Gaming Systems

Arrow Gaming International; Fargo (ND); Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Profit sharing

401(k) match

Robust benefits

Paid time off with bonus week in July

Job summary

Arrow International is seeking a field service professional to own the entire service lifecycle for electronic gaming solutions, from installation to training and follow-up. You will diagnose hardware/software issues, document every interaction in Salesforce, and provide remote support between site visits with substantial travel, including overnight stays.

Ideal candidates have an associate degree in computer tech, 3+ years in electronics/PC tech support, plus strong networking and communication

Qualifications

• Associate degree in Computer Technologies or equivalent experience.
• At least 3 years of training/experience supporting electronic and PC technologies.
• Working knowledge of SQL; Windows, Windows Server, Active Directory; and networking.
• Skill reading schematics and technical manuals; strong analytical ability.
• PC, mechanical, and electrical aptitude.
• Excellent written/verbal communication and standout customer/phone etiquette.
• Self-motivated, organized, and effective at managing time and call volume independently.
• Fluency with MS Office and common software; proprietary software exposure is a plus.
• Experience supporting PC applications.

Responsibilities

• Own the end-to-end field service lifecycle for Arrow’s electronic gaming solutions — from installation to training and troubleshooting.
• Pinpoint and solve hardware/software issues to meet performance targets; aim for high first-visit resolution.
• Capture every service interaction in Salesforce with complete, accurate documentation.
• Provide remote phone support between trips; perform on-site installs/support with frequent overnight travel.
• Route tier 2/3 issues to the support specialist and escalate time-sensitive concerns.
• Collaborate with distributors for parts orders, RMAs, and technical assistance.
• Configure and program Arrow systems; train customers and distributors for confident adoption.
• Recommend and implement timely fixes; follow up promptly to confirm success and satisfaction.
• Operate effectively from a home base with reliable high-speed DSL or cable internet.
• Take on additional responsibilities as assigned by management.

Skills

SQL

Windows OS

Windows Server

Active Directory

Networking

Schematic reading

Technical manuals

MS Office

PC applications

Customer communication

Education

Associate degree in Computer Technologies

Tools

Salesforce

Job description

Turn Technical Challenges into Community FunImagine walking into a buzzing bingo hall or a busy tribal casino. A system hiccup threatens tonight’s event — and you’re the expert who keeps the games going. At Arrow International, your work helps communities fundraise and connect. In return, we offer profit-sharing, a 401(k) match, robust benefits, and paid time off including a bonus week every July.Your MissionOwn the end-to-end field service lifecycle for Arrow’s electronic gaming solutions — from installation and configuration to training, troubleshooting, and follow-up — with an unwavering focus on customer satisfaction and rapid resolution.How You’ll Make an ImpactPinpoint and solve hardware/software issues to meet performance targets, aiming for high first-visit resolution.Capture every service interaction in Salesforce with complete, accurate documentation.Provide remote phone support between trips; perform on-site installs/support with frequent overnight travel (travel can exceed 75%).Route tier 2/3 issues to the support specialist and escalate time-sensitive concerns to management.Collaborate with distributors for parts orders, RMAs, and technical assistance.Configure and program Arrow systems; train customers and distributors for confident adoption.Recommend and implement timely fixes; follow up promptly to confirm success and satisfaction.Operate effectively from a home base with reliable high-speed DSL or cable internet.Take on additional responsibilities as assigned by management.What You’ll NeedAssociate degree in Computer Technologies or equivalent experience.At least 3 years of training/experience supporting electronic and PC technologies.Working knowledge of SQL; Windows, Windows Server, Active Directory; and networking.Skill reading schematics and technical manuals; strong analytical ability.PC, mechanical, and electrical aptitude.Excellent written/verbal communication and standout customer/phone etiquette.Self-motivated, organized, and effective at managing time and call volume independently.Fluency with MS Office and common software; proprietary software exposure is a plus.Experience supporting PC applications.Bonus ExperienceField service background.Support of electronic gaming devices; bingo gaming experience.Relevant networking certifications plus 2+ years with network technologies.Real-World ConditionsTravel is substantial and can exceed 75%; expect regular overnights.Overtime and standby availability required.Work sites vary: bingo halls, bars, tribal reservations, and casinos.Hands-on installs: run cabling, lift heavy equipment, climb ladders.Willingness to work any shift and weekends as needed.Our Standards and SupportEqual Opportunity StatementArrow 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) StatementArrow 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] 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.