Field Service Technician

About This Role

This field service technician role involves working directly with clients at lottery retail locations, providing essential servicing, repair, installation, and relocation of company equipment. The technician also trains customers and performs preventative maintenance on various communication, point-of-sale, and vending equipment.

Responsibilities

• Provide a positive customer experience using customer service and technical skills
• Communicate the value of services and match products with customer needs
• Perform extensive field repair functions including installs, removal of terminals, communications equipment, and peripheral procedures, with little to no supervision
• Perform vehicle management functions as set by guidelines
• Partner with the Data Center to ensure timeliness to retail locations and understand problems at each assigned service location
• Record service call information, logs, and report data communication problems to management and communicate recommendations on customer’s equipment
• Follow through on customer issues that require additional support
• Troubleshoot all forms of communications within a retail location
• Perform routine maintenance on company vehicles
• Maintain an acceptable driving record in accordance with the Motor Vehicle Policy
• Build and maintain strong, long-lasting customer relationships
• Solve customer challenges the first time, owning it
• Provide troubleshooting of customer issues over the telephone
• Train new and existing customers
• Average approximately six to ten detailed activities per day depending on local area needs, responsibility, and service order type

Requirements

• High school diploma or equivalency
• Pass a background check, drug test, and have a clean driving record
• Able to travel overnight if needed
• Ability to drive a non-CDL delivery truck
• Familiarity with MS Office products (Excel, Word, PowerPoint, etc.)
• Understanding of, and some experience with, troubleshooting computer software and hardware technologies
• Excellent interpersonal, verbal, and written communication skills
• Exceptional customer satisfaction skills
• Promptly respond to customer/leadership requests and feedback
• Proven self-starter with motivation and ability
• Organization and time management skills that enable effective multitasking
• Strong judgment and problem-solving skills to determine the most cost-effective repair/resolution to minimize customer downtime
• Ability to work weekends, holidays, and evenings as needed
• Available to work overtime as required