Field Service and Support Technician

Field Support Technician - On Site Service for ATM's and Kiosk's

Washington - Seattle or Tacoma
Northern CA - Petaluma or Novato,
San Diego - El Cajon or Santee

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.

Passport's pursuit of excellence is driven through diversity, inclusion, and collaboration as we strive to create opportunities for all stakeholders to thrive.

OVERVIEW

As a Field Service and Support Technician with Passport Technology, you will play a crucial role in ensuring the optimal performance and functionality of our technology solutions. 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.

The Field Service and Support Technician reports to the Field Operations and Services Manager and works closely with the Director of Logistics & Procurement to support customer installations, deployment readiness, inventory coordination, deployment preparation, and operational logistics suppor

DUTIES AND RESPONSIBILITIES

General Duties:

• Provide on-site technical support to our customers, troubleshooting hardware and software issues related to our products.
• Install, configure, and maintain our hardware and software products, ensuring they meet quality and performance standards.
• Conduct regular preventative maintenance and updates to keep equipment running smoothly and efficiently.
• Diagnose and resolve technical problems, utilizing both remote assistance tools and on-site visits as necessary.
• Document technical issues, solutions, and procedures in the Company ticketing system for future reference and knowledge sharing.
• Train casino personnel on the proper use and maintenance of our products.
• 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.

Deployment, Warehouse, and Operational Support:

• Assist with hardware staging, preparation, configuration, and testing prior to deployment to customer locations.
• Support shipping, receiving, loading, and movement of equipment as needed for customer installations, service work, and returns.
• Coordinate with the Director of Logistics & Procurement, warehouse operations, and field leadership regarding inventory usage, replacement parts, RMAs, and deployment readiness.
• Assist with equipment quality checks and functional testing prior to shipment, delivery, or installation.
• Maintain organization, cleanliness, and safety standards within warehouse, staging, and work areas.
• Accurately document hardware usage, returns, replacements, and deployment-related activity within Company systems.
• Support operational and logistics activities tied to customer installations, upgrades, service calls, and equipment deployments.
• Maintain accurate records of service calls, repairs, and client interactions within Company’s ticketing system.

Travel Requirements:

Technicians are expected to travel frequently to customer locations as part of their responsibilities. Passport Technology will make every effort to provide advance notice for scheduled travel whenever possible. However, business needs, customer requirements, and operational priorities may occasionally require short notice travel or extended assignments. Flexibility and adaptability are essential components of this position.

Scheduling and Availability:

Passport Technology will make every effort to provide work schedules in advance; however, schedules may change based on customer needs, operational priorities, deployment schedules, and service demands. Technicians must be flexible and available to support varying schedules, including overtime, weekends, and occasional last-minute schedule adjustments as required to meet business and customer needs.

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties necessary to meet the ongoing needs of the organization.

QUALIFICATIONS AND EXPERIENCE

• Proven experience (3+ years) as a Field Support Technician or similar role, with experience in servicing hardware and software.
• Knowledge of payment, loyalty, technology, hardware, and software systems.
• Strong troubleshooting skills, with the ability to diagnose and resolve technical issues effectively.
• Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders.
• Customer-focused approach with a strong commitment to client satisfaction.
• Ability to work independently and adapt to changing environments and priorities.
• Familiarity with remote assistance tools and basic networking concepts.

CERTIFICATES AND/OR LICENSES REQUIREMENTS

• Relevant technical certifications such as CompTIA A+, Network+, or vendor-specific certifications are advantageous.
• Valid Driver’s License

PHYSICAL REQUIREMENTS

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