Field Service Technician

Position Summary

Field Service Technicians at Diamond Game are first and foremost customer service ambassadors, not only by providing excellent service and support for the products, but also by delivering the desired customer service experience. The role of Field Service Technician is a technical, customer‑centric position focused on preparation, installation, troubleshooting, repair, preventative maintenance, and Tier 1 customer support for Diamond Game's lottery ticket dispensing machines as well as associated equipment.

Located in the Poplar Bluff, MO area, this position may require a significant amount of travel during the assigned work week with the occasional overnight stay; a technician van will be assigned. Candidate must have a clean driving and criminal record and be comfortable driving long distances in varied weather conditions.

• Act as the first line of support for Tier 1 customer requests. Interact with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
• Logging call information, as well as resolving, transferring, or escalating Tier 1 support requests as necessary.
• Ensure that appropriate actions are taken to resolve customer problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Perform diagnostic checks, maintenance and repairs to all Diamond Game equipment.
• Perform activities and provide support to ensure defined service level agreement timelines are met.
• Plan, schedule, and perform preventive maintenance on equipment (clean, tighten loose hardware and secure loose wiring).
• Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs.
• Record maintenance and repair actions in approved reporting software, accurately and within defined time frames.
• Adhere to jurisdictional regulations regarding the proper handling of upgrades and maintenance for gaming equipment.
• Communicate and report to management and other departments within Diamond Game on the status of assigned activities.
• Gather and record detailed information and reports on issues reported by the customers or otherwise identified at customer sites.
• Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers.
• Report on work orders and other assigned tasks daily.
• Be part of monthly on-call technical service rotation.
• Consistently demonstrate the ability to practice Diamond Game's core values and apply them.
• Perform other tasks and duties as needed and/or requested by management.

• High School diploma or equivalent.
• 2+ year technical/electrical experience or technical degree/certification, preferred but not required.
• Customer service background preferred.
• Qualified to operate a motor vehicle and possess a valid driver's license.
• Microsoft Office Suite (Word, Excel, Outlook). Knowledge of Microsoft Navision, helpful but not required.

• Associate will be required to undergo state and federal background checks for gaming licenses and/or approval by Lottery to work on gaming products in the jurisdiction.
• Knowledge and adherence to essential safety standards.
• Basic technical/electronic maintenance and troubleshooting skills.
• Attention to detail, competent interpersonal, oral and written communication skills.
• Planning, organizational skills, adaptability.
• Ability to work with minimal supervision as well as in a team environment.
• Ability to work varied shifts and overtime as required.

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the office work environment is usually.
• Work is often performed in a bar or fraternal club setting in a predetermined geographical.
• Bars are often busy and loud, especially during peak.
• The work environment can be noisy due to music, conversations and other.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position requires substantial driving and travel within the state of Texas with overnight stays depending on company needs.
• While performing the duties of this job, the employee is regularly required to stand; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• The employee is frequently required to walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit, climb, or balance.
• The…