Field Service Technician

Field Service Technician I

Empire Technological Group Limited dba Aruze Gaming Global is looking to add a Field Service Technician I to our team.

• Perform installation, setup, and routine maintenance of gaming machines, consoles, and related peripherals according to company guidelines and industry standards.
• Maintain up-to-date detailed knowledge of the company’s game platform.
• Diagnose and resolve technical issues reported by customers promptly and efficiently. This includes analyzing hardware and software malfunctions, fixing, or replacing defective components, and ensuring that gaming systems are functioning correctly.
• Install, remove, convert, prepare games, set options, and repair games in a field environment.
• Conduct regular preventive maintenance inspections to identify potential problems before they escalated, ensuring gaming equipment is operating at its peak performance.
• Calibrate gaming machines to ensure accuracy and fair play.
• Conduct thorough testing after repairs or installations to verify proper functionality.
• Provide outstanding customer service and support during on-site visits.
• Maintain detailed records of service activities, including service reports, inventory management, and spare parts usage.
• Follow documentation, policies, and procedures, and perform tasks with supervision.
• Must be able to educate/demonstrate how to use gaming equipment, basic game functions and train customers and end-users in basic troubleshooting techniques and offer technical assistance as needed.
• Adhere to safety guidelines and industry regulations while performing duties.
• Ensure compliance with all relevant gaming laws and regulations.
• Adapt to various jurisdictions and interface with Compliance Officers.
• Must be willing to be licensed in several different jurisdictions.
• Collaborate effectively with the internal support team, reporting technical issues, escalating critical problems, and providing feedback to improve products and services.
• Stay updated with the latest gaming technologies, industry trends, and service techniques.
• Suggest improvements to existing processes to enhance overall service efficiency and customer satisfaction.
• Must be willing to work extended hours, work shifts, on‑call for dispatch and variable work shifts.
• Must be able to travel with little notice, and for extended periods of time. Must be able to travel by air.
• Other duties as requested and/or assigned.

• High school diploma, associate electronic degree or a related field or equivalent.
• Strong written and oral communication skills.
• Excellent customer service skills.
• Ability to multi‑task and manage priorities.
• Ability to work independently either individually or within a team structure with minimal direction.
• Strong organizational and analytical skills and good follow‑through required.
• Excellent computer skills including Microsoft Office.

• 401(k)
• Medical, Dental, Vision
• Life Insurance
• Paid Time Off
• Disability Insurance

8‑hour shift

Full‑time

Empire Technological Group Limited dba Aruze Gaming Global is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.