Field Service Technician I

4 weeks ago

St Albert, Alberta, Canada LNW Gaming Canada Ltd Full time

Gaming Overview:

Welcome to the realm of land-based gaming. At LNW Gaming Canada Ltd, our focus is on delivering exceptional gaming experiences, and our dedicated team develops innovative technology, products, and content for leading casinos and operators worldwide.

Position Overview

The Field Service Technician I is tasked with the installation and upkeep of LNW's gaming apparatus, which includes electronic gaming machines, gaming tables, card shufflers, chip sorters, and various other gaming devices at customer locations. Under the guidance of the Field Service Manager and Supervisor, the technician will utilize advanced troubleshooting methods to address and resolve technical issues. Availability to work Sunday through Thursday is essential.

Key Responsibilities

  • Organize and prioritize assigned tasks based on urgency and customer requirements.
  • Act as a primary contact for resolving customer inquiries and escalate issues as necessary.
  • Stay informed on all Service and Technical Bulletins.
  • Proactively enhance product knowledge in preparation for new deployments and maintain expertise on existing products.
  • Provide remote troubleshooting assistance to customers and LNW technicians across Canada.
  • Deliver excellent customer service to both internal and external clients, in person and via phone.
  • Train both technical and non-technical personnel on new product offerings.
  • Conduct daily Preventive Maintenance on LNW-owned equipment at designated locations. After completing tasks, address any outstanding service tickets nearby before the end of the shift.
  • Collaborate with customers and LNW teams to install new products, implement upgrades, and manage equipment relocations, reporting progress to supervisors.
  • Prepare, assemble, and test gaming machines and related equipment.
  • Ensure all game options and parameters are configured according to customer and LNW specifications.
  • Maintain an organized service vehicle with an inventory of parts.
  • Utilize mobile applications to manage work orders and job-related tasks.
  • Keep up to date with all LNW Field Advisories and eLearning opportunities.
  • Adhere to established standards, policies, and procedures of LNW's Field Service.
  • Follow safety protocols related to vehicle operation, equipment handling, and electrical safety.
  • Discuss customer concerns with management and technical leads as they arise.
  • Work collaboratively within a team environment or independently as required.
  • Maintain accurate records and provide daily updates through the ServiceMax Go App.

Required Qualifications

  • Experience in electronics, troubleshooting, and the assembly or disassembly of electronic devices. Mechanical troubleshooting experience is a plus but not mandatory.
  • Technical Diploma from a recognized institution or equivalent experience.
  • Familiarity with databases and applications, with MSSQL experience preferred.
  • CompTIA A+ Certification or relevant experience.
  • Strong understanding of network communication and troubleshooting techniques.
  • Comprehensive knowledge of PC operations and associated security risks.
  • Clean driving record is essential.
  • Background checks and clearances will be necessary as part of employment conditions.
  • Ability to lift up to 50 pounds and transport equipment as needed.
  • Valid work status in Canada is required.
  • Sunday-Thursday work schedule.
  • Occasional travel may be required.

Skills and Competencies

  • Strong troubleshooting and problem-solving abilities.
  • Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
  • Excellent customer service capabilities.
  • Strong verbal and written communication skills to convey technical information to non-technical audiences.
  • Ensure all tools and equipment are maintained in safe and working condition.
  • Ability to work independently and manage daily tasks without supervision.
  • Adaptability to a fast-paced and evolving work environment.
  • Attention to detail and accuracy to comply with regulatory requirements.
  • Basic understanding of gaming processes for slots and card games.

Physical Requirements

The physical demands outlined here represent the requirements that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these functions. While performing job duties, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and possess specific vision abilities including close and distance vision.

Work Environment

LNW Gaming Canada Ltd operates within a highly regulated gaming industry. Consequently, certain employees may be required to obtain gaming licenses, undergo background checks, or meet specific legal and regulatory standards. To ensure compliance with these commitments, all employees must meet the necessary requirements for their roles.

This job description is not exhaustive; it is intended to outline the primary responsibilities and qualifications for the position. Employees may be asked to perform additional job-related tasks as needed.

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