Field Service Technician, Zanesville-Columbus Region

About the role

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

A Field Service Technician is a client-site facing technician who services lottery retail locations. They perform client-site servicing, repair, installation, and relocation of company equipment and supplies. The equipment varies from communication hardware to point of sale and vending equipment. The Field Service Technician also provides training and preventative maintenance to customers on all aspects of the equipment.

Responsibilities

• Completion of assigned service calls at lottery retailer locations, including scheduled calls (installs, removals, and preventative maintenance) and unscheduled calls (service and supplies as initiated by the customer)
• Provide a positive customer experience using 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
• Perform vehicle management functions as set by guidelines
• Partner with the Data Center to ensure timeliness to retail locations and understanding 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 that require additional support
• Troubleshoot all forms of communications within a retail location
• Perform routine maintenance on company vehicles
• Build and maintain strong, long-lasting customer relationships
• Solve customer challenges the first time, owning it
• Troubleshoot customer issues over the telephone
• Train new and existing customers
• 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
• Perform these functions and all other duties as assigned

Qualifications

Education: Must have a high school diploma or equivalency.

Required Skills & Knowledge

• 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

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. If your position requires you to work in the field, production, and/or warehouse, it is mandatory that you use the approved Personal Protective Equipment.

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