Field Service Technician, West Union-Cincinnati Region

About the role

As a Field Service Technician at Scientific Games, you will be a client-site facing technician responsible for servicing lottery retail locations. Your role involves performing on-site servicing, repair, installation, and relocation of company equipment and supplies, which includes communication hardware, point of sale, and vending equipment. You will also provide training and preventative maintenance to customers on all aspects of the equipment.

Responsibilities

• Complete assigned service calls at lottery retailer locations, including scheduled calls (installs, removals, and preventative maintenance) and unscheduled calls (service and supplies initiated by the customer).
• Provide a positive customer experience using customer service and technical skills.
• Communicate the value of 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.
• Manage vehicle 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, log and report data communication problems to management, and communicate recommendations on customer’s equipment.
• Follow through on customer issues requiring 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 on the first attempt, owning the resolution.
• Troubleshoot customer issues over the telephone when needed.
• Train new and existing customers on equipment usage.
• Average six to ten detailed activities per day, depending on local area needs and service order type.
• Occasionally assist in training new and existing team members.

Requirements

• High school diploma or equivalency.
• Pass a background check, drug test, and maintain 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 communication skills.
• Exceptional customer satisfaction skills.
• Proven self-starter with motivation and ability to work independently.
• Strong organization and time management skills for effective multitasking.
• Strong judgment and problem-solving skills to determine cost-effective repairs/resolutions and 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.

Physical Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

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

Work Conditions

Scientific Games is engaged in highly regulated gaming and lottery businesses. Certain employees may be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation, or contracts. As a condition of employment, you may be asked to consent to a due diligence/background investigation.