Field Service Technician, Cincinnati, OH

About the Role

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.

Responsibilities

• Diagnose software and hardware problems effectively.
• Analyze, identify, and solve customer equipment problems in accordance with established performance standards.
• Log service calls in Salesforce and record related pertinent information.
• Provide remote phone support when not traveling.
• Escalate any tier 2/3 issues to the support specialist and any support issues to management in a timely manner.
• Achieve above-average first-visit resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• Perform on-site installations and support, with overnight travel exceeding 75% at times.
• Assist customers with 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.
• Recommend and execute appropriate solutions in a timely manner.
• Follow up with customers promptly as needed.
• Work effectively from home, requiring access to high-speed DSL or Cable internet.
• Perform 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.
• 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 MS Office.
• Experience with proprietary software is a plus.
• PC applications support experience.

Preferred Qualifications

• 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.

Benefits

• Profit-sharing.
• 401(k) matching.
• Great benefits package.
• Paid time off, including a bonus week every July.