Field Service Technician

We are looking to fill a Field Service Technician position responsible for servicing customers in Northern Ohio.

Provide service to American Games MAXIM™ and MINI MAX ticket dispensing machines sold or provided by All-Star Gaming located throughout Ohio. Apply procedures and related knowledge to perform preventative maintenance, test, troubleshoot, repair, and refurbish equipment. Work closely with the sales, support and management teams to provide highest standard of customer service. This position reports directly to the Sales Operations Supervisor.

About the Company:

ASG’s program helps licensed 501(c)(3) not-for-profit organizations capitalize on legislation that allows local businesses to sell pull tabs (instant bingo tickets) on behalf of the not-for-profit organization, and for the business to get reimbursed up to 6% of the gross revenue/sales of the tickets. The Ohio program brings together charities and businesses, and in keeping with the ASG philosophy, makes it easy for both to make money. Created as a joint venture by two of the largest charitable gaming distributors in the country, ASG simplifies the complexities of State regulations and streamlines the process of buying and selling pull tabs.

ESSENTIAL JOB FUNCTIONS:

• Diagnose, troubleshoot and repair electronic ticket dispensing machines and other related gaming equipment. Perform cleaning, preventative maintenance, and service of electronic ticket machines. Remove and replace defective parts or components. Perform operational check of equipment after repairs are made. Use manuals and other directions needed to troubleshoot and correct reported discrepancies.
• Ensure quality of work performed, participate in continuous improvement system, observe, and promote best practices, good time management and be able to troubleshoot/analyze root cause failure.
• Explains complex technical issues to customers and sales staff in a non-technical, simple to understand manner. Ensures that all repairs meet or exceed All-Star Gaming quality standards. Acts with a sense of urgency to meet customer time and daily route commitments.
• Provides recommendations for problem resolution to customers, sales representatives, and management. Provides input to increase customer satisfaction. Provides information about value-added services (i.e., selling extended warranties, preventative maintenance agreements, etc..) by effectively communicating the benefits to the customer. Interact with customers in a friendly manner and maintain a positive work environment.
• Answer phone calls with a professional, courteous, and friendly demeanor. Ensure that customers have an enjoyable experience by providing superior customer service and exceeding customer expectations.
• Utilizes Salesforce and mobile technology to complete daily service reports. Maintains a neat and accurate inventory.
• Demonstrate flexibility and contributions to creating a team environment. Meets key performance metrics and productivity goals as defined by the business.
• Follow all known safety procedures and utilize good operational, loss prevention and safety judgment at all times.
• Properly maintains company vehicle to ensure it is clean and is maintained in, safe and proper condition. Reports maintenance issues and performs routine maintenance checks as needed.

What we’re offering:

• Competitive wages
• Paid training
• Work vehicle and gas card
• Medical, Dental and Vision benefits
• 401(k) with company match
• Paid time off
• Highly independent work environment

This job might be right for you if:

• You enjoy interacting with people and providing good customer service
• You consider yourself mechanically inclined and a fast learner
• You are conscientious and detailed. You take time to ensure that your work is done right
• You enjoy working with minimal supervision. You are confident in your ability to prioritize and make critical decisions

Travel and Work Schedule:

• Position typically works Monday-Friday from 8:30AM to 5:00PM
• In this position, you will be driving for up to 75% of the work day traveling to customer accounts within Ohio. There will be no overnight travel required
• Initial training may take place outside of the standard working area

REQUIRED EDUCATION & EXPERIENCE:

• High School diploma or equivalent required
• Associate degree in technical discipline is a plus
• Two years’ progressively responsible technical support experience in a customer-facing role or equivalent experience.

PHYSICAL/OTHER REQUIREMENTS:

• Must be 18 years of age or older
• Must have a valid driver’s license and a clean driving record
• Must be able to successfully pass a drug and criminal background check
• Must be able to bend, stoop and lift 40-70 pounds
• Must be dependable

REQUIRED SKILLS AND COMPETENCIES:

• Strong communication and interpersonal skills
• Strong technical aptitude with the ability to develop a strong understanding of all supported applications and support processes
• Strong over-the phone technical problem-solving skills
• Strong customer service skills
• Strong attention to detail
• Strong organization skills
• Demonstrated ability to use mobile technology and work outside of a business office environment

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person