Field Service Technician

2 weeks ago

Pembroke, Canada Diamond Game Full time

**WHY DIAMOND GAME?**

When you work at Diamond Game you are part of a diverse, forward thinking, technology focused organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards.

As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.

Career development, remote and hybrid work schedules, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.

Diamond Game designs, produces, and services games, gaming systems, and tickets for various North American Lotteries and alternative gaming markets. Established in 1994, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited.

Our mission is to provide innovative solutions to lotteries seeking retailer growth and to give players thrilling gaming experiences, always put customers first by providing consistent service and unique products that outperform competitors and foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our influence positively impacts many Veteran and charity communities across North America.

Our Core Values are: Be a Team Player; Have a Game Plan; Be Reliable; Be a Game Changer; Play Fair; Be a Pro; and Have Fun

**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 electronic and physical ticket dispensers as well as associated equipment.

**Essential Duties and Responsibilities**
- 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 machines (clean, tighten loose hardware and secure loose wiring)
- Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs
- Act as the first line of support for Tier 1 customer requests. This may include answering support calls, logging call information, as well as resolving, transferring, or escalating Tier 1 support requests
- Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers
- Record maintenance and repair actions in approved reporting software, accurately and within defined timeframes
- 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
- Report on work orders and other assigned tasks daily
- Performs other duties as assigned

**Knowledge and Abilities Requirements**
- Ability to safely clean and maintain equipment
- Basic technical/electronic skills
- Troubleshooting skills
- Microsoft Office (Word, Excel, Outlook)
- Attention to detail
- Competent interpersonal, oral and written communication & presentation skills.
- Planning and organizing
- Adaptability/flexibility
- Travel and occasional overnight stay
- Ability to work with mínimal supervision
- Operate in a team environment working with other team members to complete tasks
- Ability to work varied shifts and overtime as required

**Education, Training and Experience**
- High School diploma or equivalent
- 2+ year technical/electrical experience
- Qualified to operate a motor vehicle and possess a valid driver's license
- Technical certifications are highly desirable such as A+, N+, Microsoft or Cisco.
- Previous experience in the Casino/Bingo service environment a definite asset.
- Microsoft Office (Word, Excel, Outlook)

**Physical Demands**

While performing the duties of this job, the associate is regularly required to stand; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.

The associate frequently is required to walk and stoop, kneel, crouch, or crawl. The associate is occasionally required to sit, climb, or balance. The associate must be able to move, and control 300 pounds with the aid of dollies and tools; able to lift and move 40 pounds short di

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