Lead Field Service and Support Technician

Field Support Technician

Passport's pursuit of excellence is driven through diversity, inclusion, and collaboration as we strive to create opportunities for all stakeholders to thrive.Passport is a leading developer of technology-based solutions and services for the highly regulated payments, gaming, and financial services markets in the US, UK, and Canada.

As a Lead Technician with Passport Technology, you will play a crucial role to lead the Field Tech Team in ensuring the optimal performance and functionality of our products. Your responsibilities will include providing technical support, troubleshooting hardware and software issues, and maintaining strong client relationships. The Field Support Technician will work directly with clients to address their needs and contribute to the overall success of our products.

General Duties:

- Lead a team of field support technicians, providing guidance, training, and mentorship to ensure they are well-equipped to handle technical challenges and support customer needs effectively.
- Maintain Parts inventory, ordering of equipment for company products.
- Serve as the primary technical point of contact for complex issues, leveraging your deep product knowledge and expertise to troubleshoot and resolve problems efficiently.
- Ensure that field support services meet or exceed service quality standards, and oversee the implementation of best practices and service protocols.
- Provide on-site technical support for Passport Technology's products including installations, maintenance, and repairs.
- Diagnose and troubleshoot hardware and software issues, coordinating with internal teams to resolve technical problems promptly.
- Interact directly with customers to provide technical assistance, answer questions, and address concerns while maintaining a professional and customer-centric approach.
- Maintain accurate records of service visits, technical issues, and resolutions on Company’s ticketing system to facilitate reporting and analysis.
- Develop and implement training programs for field support technicians to enhance their skills, technical knowledge, and customer service capabilities.
- Stay up to date with the latest product, industry trends, and best practices.
- Collaborate with the Director of Operations to execute service strategies that align with business objectives, emphasizing customer satisfaction and service efficiency.
- Gather and communicate customer feedback and insights to drive service improvements and product enhancements.
- Communicate effectively with clients, providing clear explanations of technical concepts and solutions.
- Collaborate with internal teams, including engineering and product development, to relay customer feedback and contribute to product improvement.

Qualifications and Experience:

- Additional technical certifications or degrees are a plus.
- Proven track record of at least 5 years of technical support and leadership roles.
- Deep knowledge of the payments, gaming, or financial services industries, with a focus on service excellence.
- Exceptional leadership, team management, and cross-functional collaboration skills.
- Strong problem-solving ability and a customer-centric mindset.

Certifications and Licensing Requirements:

- Relevant certifications in service management or related fields are beneficial.
- Valid Driver’s License

Physical Requirements:

- This role involves frequent travel to casino locations to provide on-site technical support.
- Physical ability to lift 30 Lbs. and move equipment as needed for installations and repairs.

Pay: $68,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Application question(s):

- Hardware Installation experience (casino experience is a bonus).

**Experience**:

- Technical Installations: 3 years (required)

Work Location: In person