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Field Service Technician

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Number of Applicants

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Job Description - Field Service Technician


Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region.  This is not a remote role.


Requirements

  • Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
  • Responsible for logging service calls in Salesforce and recording related pertinent information.
  • Responsible for remote phone support when not traveling.
  • Responsible for escalating any tier 2/3 issues to the support specialist.
  • Responsible to escalate any support issues to management in a timely manner.
  • Ability to work through issues with above average first visit resolutions.
  • Work closely with distributors on parts orders, RMAs, and technical assistance.
  • Assist customers on 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.
  • Recommends and executes appropriate solutions in a timely manner.
  • Responsible for promptly following up with customers as needed.
  • Ability to work from home effectively which includes access to high-speed DSL or Cable internet.
  • Other duties as assigned by management.

Experience and Education

  • 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.

Requirements

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.

Working Conditions

  • Travel is required and can exceed 75%.
  • Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.
  • Installations will include running cable, lifting heavy devices, and climbing ladders.
  • Available to work any shift and weekends as needed.

Original job Field Service Technician posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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