Field Service Technician, Columbus, OH

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, 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.

• Diagnose software and hardware problems effectively, analyzing, identifying, and solving customer equipment problems according to established performance standards.
• Log service calls in Salesforce and record related pertinent information.
• Provide remote phone support when not traveling.
• Escalate tier 2/3 issues to the support specialist.
• Escalate support issues to management in a timely manner.
• Possess experience towing a trailer.
• Achieve above‑average first‑visit resolution rates.
• Collaborate closely with distributors on parts orders, RMAs, and technical assistance.
• Perform on‑site installations and support, with overnight travel that can exceed 75% of the time.
• Assist customers with 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.
• Recommend and execute appropriate solutions in a timely manner.
• Follow up promptly with customers as needed.
• Work from home effectively, including access to high‑speed DSL or Cable internet.
• Perform other duties as assigned by management.

• Associate degree in Computer Technologies or applicable experience.
• Minimum of 3 years of 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.
• Self‑motivated to work independently without direct supervision.
• Effective planning and organizational skills to manage time and call load efficiently.
• Competency in various software applications, including MS Office.
• Experience with proprietary software a plus.
• PC applications support experience.

• 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.

• Travel is required and can exceed 75%.
• Overtime and standby availability are required.
• 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.