AddressGaming:
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
Job Summary:
Field Service Technicians are responsible for providing a technical service to LnW gaming machines and products, including investigating mechanical and electrical faults, and performing repairs. Field Service Technicians represent LnW Games through visiting customer sites and acting as the main point of contact for receiving technical phone calls and troubleshooting. Field Service Technicians record and report issues to add to a knowledge base of continuous learning and to provide an auditable record of work performed, and escalate issues as required to maintain a high level of customer service.
Duties and Responsibilities:
Perform and complete field installations, conversions, and upgrades to a high standard
Record and report the completion of work, ensuring all required pertinent data is collated
Develop and perform operator and technical training to venue staff as required
Escalate faults as required to ensure timely resolution and maintain a high level of customer service
Manage work schedules effectively and efficiently to satisfy both Customer and Sales Team requirements
Report on a weekly basis operational field issues that arise
Tagging of all returned parts, process & test return orders - including fault finding and repair testing of parts
Continuously identify opportunities to improve operations, decrease turnaround times, streamline work processes, work cooperatively, and deliver high quality customer service
Travel interstate or International as required
Knowledge, Skills and Abilities:
Previous experience as field Technician
Effective communication skills - both written and verbal
Ability to apply analytical reasoning and diplomacy when problem-solving
Strong customer service skills along with Organisation and stakeholder management skills and working autonomously
Strong electro - mechanical fault-finding skills, with understanding of computer systems, networking & trouble shooting skills
Experience, Education and Qualification:
5+ years exposure to EGMs, MTGMs and Utility products in a Support or Maintenance capacity
Exposure to market industry (Gaming) regulations and operating procedures
Formal certification in a technical discipline advantageous
To hold and maintain a various Gaming technical license's
Must be physically capable of operating company supplied vehicles, valid driver's license, and an acceptable driving record
Working Conditions:
- The work conditions are representative and typical of similar jobs in comparable organizations
Workplace Health & Safety:
Actively co-operate and comply with the company's WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace
Ensure compliance with safe work practices
Ensure not to put self and others at risk
Use and maintain equipment properly and ensure that the work area is free of hazards
Report all incidents, injuries and near misses
Report any hazard or accident to the supervisor or manager as soon as it becomes apparent
Advise your manager if you do not believe you have the skills, training or equipment to safely perform your duties
(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Qualifications
