Field Service Technician, Indiana

Primary Roles And Responsibilities

• Diagnose software and hardware problems effectively.
• Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
• Logs service calls in Salesforce and records related pertinent information.
• Provides remote phone support when not traveling.
• Escalates any tier 2/3 issues to the support specialist.
• Escalates any support issues to management in a timely manner.
• Works closely with distributors on parts orders, RMAs, and technical assistance.
• Affords 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.
• Trains distributors and customers on the use of Arrow equipment.
• Exceeds customer satisfaction objectives as outlined by Arrow management.
• Recommends and executes appropriate solutions in a timely manner.
• Promptly follows up with customers as needed.
• Works effectively from home, including access to high-speed DSL or Cable internet.

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.