Field Service Tech 1

7 months ago

St Albert, Canada LNW Gaming Canada Ltd Full time

Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

Position Summary

Field Service Technician I will be responsible for installing and maintaining Light & Wonder's gaming equipment, including electronic gaming devices / slot machines, gaming tables, card shufflers, chip sorters, computer and networking devices, and other gaming equipment at the location of the customer. Under the general supervision of the Field Service Manager and Field Service Supervisor, the Field Service Technician I will perform advanced troubleshooting techniques to resolve problems.  The ideal candidate will be available to work between Sunday-Thursday.

Duties & Responsibilities

Plan and co-ordinate assigned workload based on priority and customer demand.

Serve as an escalation point of contact for internal and external customer issues and escalates further when required.

Stays current with all Service and Technical Bulletins.

Proactively identify information to bolster product knowledge prior to new deployments and maintain current knowledge to support active products.

Ability to provide remote troubleshooting support to customer and L&W technicians across Canada.

Ability to demonstrate positive customer service to internal and external customers, in person and via phone.

Ability to train both technical and non-technical staff on new products. 

PM/Service – Technician will be required to perform daily Preventive Maintenance on assigned L&W owned equipment at designated Casino location(s). Upon completion of task, tech will address any outstanding open service tickets on-site or in close proximity before end of shift.

Electronic Gaming Machine Projects – Technician will be required to work with customer and L&W teams to install new product, issue upgrades/mods, conversions, removals/re-locations and report back to supervisor on progress.

Preparation, assembly and testing of slots, card shufflers, chippers and other casino equipment.

Verify and set up all game options and parameters in accordance with customer and Light & Wonder specifications.

Maintain an organized work vehicle with parts inventory.

Uses mobile app to process work orders and other job-related activities.

Stay current with all Light & Wonder Field Advisories and eLearning.

Adhere to L&W's Field Service established standards, policies, and procedures.

Follow L&W's safety procedures (vehicle safety, loading games, ladder use, and electricity.

Review customer issues with management, and technical lead as they arise.

Ability to work or take lead in a team environment.

Proficient record keeping and daily updates via our ServiceMax Go App.

Qualifications

Qualifications

Experience in electronics, trouble shooting, manufacturing and/or disassembling electronic equipment. Mechanical troubleshooting an asset but not required.

Technical Diploma from a recognized postsecondary institution. Or applicable experience will be considered.

Understanding of Databases and Database applications, including MSSQL experience recommended.

CompTIA A+ Certification, or applicable experience.

Thorough understanding of network communication and troubleshooting.

Thorough knowledge of PC operation, and security risks relating to PC operation

Must have a clean driving record.

Background check and clearance will be required as terms of employment.

40 hour work week with alternating on-call required.

Must be able to lift up to 50 pounds and move equipment ranging from 50-300 pounds with provided transport trucks.

Must have a valid work status in Canada.

Sunday-Thursday schedule.

Periodic travel required to Lethbridge, Medicine Hat and Red Deer regions will be required.

Some travel in Canada may be required.

Skills

Good troubleshooting & problem solving skills.

Microsoft Office skills (Outlook, Word, Excel, and Power Point).

Strong customer service skills.

Strong verbal and written communications skills in order to explain technical information to non-technical audiences and provide phone technical support to customers.

Ensures all tools and equipment used are kept in proper, safe, and working condition. Able to work with various power tools as required (drills, routers, saws, etc.)

Ability to work independently and unsupervised to conduct daily work assignments.

Able to work in a fast paced and progressively changing environment.

Attention to detail and high degree of accuracy to meet all Provincial regulator operating requirements.

Basic understanding of slot and card game processes.

Physical Requirements

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. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.


Work Conditions

Light & Wonder, Inc. and its affiliates (collectively, “LNW”) are engaged in highly regulated gaming and lottery businesses. As a result, certain LNW employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure LNW complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, LNW requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with LNW (to the extent permitted by law), you shall be asked to consent to LNW conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 

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