Technical Service Representative

Discover
The Opportunity

Are you a tech-savvy problem solver with a passion for customer service? Atlantic Lottery is seeking a Technical Service Representative to support our northern New Brunswick Region. In this hands-on role, you'll be responsible for servicing and maintaining lottery terminals and related equipment across Video Lottery and Retail Lottery sites, ensuring maximum uptime and compliance with service standards.

You'll work independently, traveling extensively within your territory, and play a key role in preventative maintenance and servicing/repairing equipment at retailer locations while maintaining positive relations. You will ensure maximum uptime of all assets delivering on key performance metrics while meeting our Service Level Agreements (SLA's).

The TSR will primarily work business hours but also work within the on-call rotation, meaning a minority of the work hours can occur during evenings or weekends.

Hours: Variable. Could be up to 37.5 hours a week.

What you'll do
Responsibilities

Technical Services:

• Troubleshoot, service, repair, and perform preventative maintenance on all Destination and Retail terminals and related equipment, minimizing downtime while meeting Service Level Agreements (SLAs) and performance targets.
• Complete all terminal moves required within Designated Gaming Areas (DGAs).

Policy Enforcement:

• Escalate and follow up with Video Lottery Territory Managers as required to ensure Retailers comply with Social Responsibility, Responsible Gambling, Government Regulations, Program Compliance, and Site Standards.
• Adhere to Provincial Gaming Legislation, Atlantic Lottery, and other applicable provincial/municipal laws and regulations.

Customer Service:

• Provide superior customer service to Destination and Retail site holders.
• Work with Retailers to resolve technical issues.
• Support Point of Sales, Promotions, and Game launches on an ad hoc basis.

What you'll need
Qualifications

Education and Experience:

• Educational Requirements: An Electronics diploma or a certified Engineering Technology diploma from a recognized post-secondary institution.
• Experience: 1 to 3 years of experience in Technical and Customer Service roles.
• Physical Requirements: Ability to lift and move weights up to 50 pounds.
• Driving Requirements:
  • A clean and valid driver's abstract.
  • A valid driver's license as required by law.
  • Access to a reliable vehicle with valid registration and insurance certificates, maintained in a clean and safe operating condition.
• Travel Requirements: Ability to travel up to 90% of the time within the designated service territories.
• Work Schedule: Willingness to work shifts, including evenings and weekends, as needed.
• Age Requirement: Must be 19 years of age or older.
• Residency Requirement: Must reside within the assigned region (northern NB area).
• Language Requirement: Fluent in written and spoken English and French

Professional Skills:

• Strong analytical skills, including the ability to analyze and interpret complex technical issues, identifying trends, root causes, and potential solutions.
• Ability to resolve technical issues efficiently by applying critical thinking and using available resources.
• Excellent listening, communication, and collaboration skills.
• Strong motivation and eagerness to learn new technologies, applications, and tools relevant to the role.
• A desire to build exceptional client experiences and is passionate and curious to help clients meet their needs and solve their concerns.
• Proficiency in MS Office.
• Ability to multi-task, problem-solve, prioritize and competently handle a variety of activities with a high degree of accuracy in a fast paced, customer-driven environment.

Assets:

• Gaming experience
• Troubleshooting experience
• A+ and Network+
• Service Now
• Cisco Meraki

Special Condition of Employment:

• Must be able to successfully complete First Aid/CPR training within provincial requirements.
• Steel toe boots/shoes are a requirement.

Application Deadline: Posting will remain open until the position is filled or interviews begin.

Salary Band: $ $34.00/hourly.

Work Location: Working remotely from the field.

Recruitment Process: Over the past few years, we have embraced meaningful changes in our workplace, including enhancements to our hiring practices. Our typical recruitment process includes two in-person interviews, an assignment and/or scenario-based questions to assess your knowledge, behavioral or cognitive assessments, and verification of relevant certifications, where applicable. All interviews are conducted in English, our primary working language, unless otherwise specified.

We appreciate the interest of all applicants; however, only those selected for an interview will be contacted. Please note that the successful candidate will be required to undergo reference checks and a mandatory criminal background check. Depending on the role, financial, educational, and credential verifications may also be conducted as part of our comprehensive hiring process.

Internal Employees: Internal employees interested in this opportunity must be in 'good standing,' which includes meeting expectations on their last performance review. Performance improvement plans, disciplinary action, attendance, mandatory training, and other performance-related items will also be taken into consideration when determining the applicant's 'good standing' status. Please note that the Predictive Index (PI) assessment will be conducted or, if already completed, provided to the hiring managers.

Eligibility to Work in Canada: As applicable, candidates must have acquired all required work permits/visas and other authorizations and otherwise be eligible to work in Canada at the time any offer of employment is made by AL. It is the sole responsibility of the candidate to obtain all required work permits/visas and other authorizations.

A little bit about us
Atlantic Lottery

Our players have been having fun and "dreaming big" since 1976 when Atlantic Lottery started offering lottery games on behalf of the governments of Nova Scotia, New Brunswick, Newfoundland and Labrador and Prince Edward Island. The game options have grown and changed over the years and so has our workforce Today's Atlantic Lottery has more than 600 employees, who are the heart and soul of our business. We offer everything from dare-to-dream draw games to online bingo; breakopen tickets to sports wagering; and games in social settings and on the internet. With games come winners - big and small wins every day - but the best thing about lottery games is that when you choose to play with us, everyone benefits. 100% of our profits go back into our communities. That feels good #ProudToBeAL

We are proud, gritty, community-minded, and punch above our weight. Being Atlantic Canadian means that we work hard and we know how to have fun. It also means that we genuinely care for each other as co-workers, neighbours, and friends.

Your best life is waiting in Atlantic Canada. At Atlantic Lottery, we have many roles that allow you to work from any of our four Atlantic provinces. Explore living East:

• New Brunswick
• Nova Scotia
• Prince Edward Island
• Newfoundland

Are you interested?
Work With Us

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodations), please let us know and we will work with you to meet your needs.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Please note that the successful candidate will be subject to reference checks and mandatory criminal background checks. Financial, educational, and credential verification checks may also be conducted as part of our comprehensive hiring process.

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