Service Technician Supervisor, Carlsbad, NM

 Description

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers. 

Description

Position Overview: The Service Technician Supervisor – Gaming is responsible for overseeing a team of technicians who diagnose, repair, and service consoles and related equipment. This role ensures quality repair standards, timely service delivery, and a high level of customer satisfaction, while also mentoring technicians and managing day-to-day repair operations 

Requirements

Essential Job Functions:

• Oversee Daily Operations: Provide strategic oversight of day-to-day technical service operations, ensuring efficient workflow, technician coverage, and alignment with service-level objectives.
• Technical Leadership & Expertise: Serve as the subject matter expert in diagnosing and resolving complex issues related to gaming systems and consoles, including hardware malfunctions, power supply failures, thermal regulation, and disk drive performance. Develop and implement standardized troubleshooting protocols to ensure consistent repair outcomes.
• Quality Assurance & Compliance: Supervise repair processes and ensure adherence to internal quality control standards and manufacturer specifications. Apply independent judgment to resolve deviations, identify root causes, and implement corrective and preventive measures.
• Training & Development: Lead technician training initiatives, including onboarding, ongoing education, and procedural updates related to diagnostic tools, firmware/software updates, and repair best practices.
• Customer Service Oversight: Monitor service delivery performance, analyze customer feedback, and directly manage escalated service issues to ensure high levels of customer satisfaction.
• Safety & Regulatory Compliance: Ensure technician activities comply with applicable safety protocols, company policies, and relevant regulatory standards, fostering a culture of accountability and continuous improvement.
• Reporting & Metrics: Compile and analyze operational performance data, prepare service reports, and provide regular updates to management with insights and recommendations for process improvements.

Education Requirements: 

• High school diploma or equivalent; technical certification in electronics preferred.
• 3–5 years of hands-on experience repairing gaming consoles or consumer electronics.

Other Skills/Abilities: 

• Strong understanding of gaming console hardware.
• Familiarity with soldering, board-level diagnostics, and firmware flashing.
• Proficient with ticketing systems and repair management software.
• Excellent leadership, organizational, and communication skills.
• Experience working in authorized repair centers or with OEM partners.
• Certifications in electronics repair.
• Customer service background.
• Basic understanding of network setup and software troubleshooting.
• Ability to meet the physical demand of the job

Disclaimer:

All positions offered at Arrow International are contingent upon required pre-employment background search results and successful completion of a pre-employment hair follicle drug test. The above statements are intended to describe the general nature and level of work performed by people assigned to this position and are subject to change at any time. They are not intended to be construed as exhaustive of all responsibilities, duties and skills required of employees with this position title. The Company does not offer tenured or guaranteed employment. Either the Company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. This is called Employment at Will. This employment at will relationship exists regardless of any other written statements or policies documented elsewhere in company record or policy or any verbal statement to the contrary.

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