Onsite Technical Support Engineer, Gaming Systems

Turn Technical Challenges into Community Fun

Imagine walking into a buzzing bingo hall or a busy tribal casino. A system hiccup threatens tonight’s event — and you’re the expert who keeps the games going. At Arrow International, your work helps communities fundraise and connect. In return, we offer profit-sharing, a 401(k) match, robust benefits, and paid time off including a bonus week every July.

Your Mission

Own the end-to-end field service lifecycle for Arrow’s electronic gaming solutions — from installation and configuration to training, troubleshooting, and follow-up — with an unwavering focus on customer satisfaction and rapid resolution.

How You’ll Make an Impact

• Pinpoint and solve hardware/software issues to meet performance targets, aiming for high first-visit resolution.
• Capture every service interaction in Salesforce with complete, accurate documentation.
• Provide remote phone support between trips; perform on-site installs/support with frequent overnight travel (travel can exceed 75%).
• Route tier 2/3 issues to the support specialist and escalate time-sensitive concerns to management.
• Collaborate with distributors for parts orders, RMAs, and technical assistance.
• Configure and program Arrow systems; train customers and distributors for confident adoption.
• Recommend and implement timely fixes; follow up promptly to confirm success and satisfaction.
• Operate effectively from a home base with reliable high-speed DSL or cable internet.
• Take on additional responsibilities as assigned by management.

What You’ll Need

• Associate degree in Computer Technologies or equivalent experience.
• At least 3 years of training/experience supporting electronic and PC technologies.
• Working knowledge of SQL; Windows, Windows Server, Active Directory; and networking.
• Skill reading schematics and technical manuals; strong analytical ability.
• PC, mechanical, and electrical aptitude.
• Excellent written/verbal communication and standout customer/phone etiquette.
• Self-motivated, organized, and effective at managing time and call volume independently.
• Fluency with MS Office and common software; proprietary software exposure is a plus.
• Experience supporting PC applications.

Bonus Experience

• Field service background.
• Support of electronic gaming devices; bingo gaming experience.
• Relevant networking certifications plus 2+ years with network technologies.

Real-World Conditions

• Travel is substantial and can exceed 75%; expect regular overnights.
• Overtime and standby availability required.
• Work sites vary: bingo halls, bars, tribal reservations, and casinos.
• Hands-on installs: run cabling, lift heavy equipment, climb ladders.
• Willingness to work any shift and weekends as needed.

Our Standards and Support

Equal Opportunity Statement

Arrow International is an equal opportunity employer. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical or mental disability—except where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.

Americans with Disabilities Act (ADA) Statement

Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application, participate in the interview process, undergo any pre-employment testing, or otherwise take part in the employee selection process, please contact us at [email protected].

To ensure a safe and productive work environment, all candidates who receive a conditional job offer must successfully pass a confidential pre-employment drug screening, which generally consists of a hair drug test, and receive an acceptable result as a condition of employment.