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Wilmington, Massachusetts, United States
Onsite
Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.
A Field Service Technician is a client-site facing technician who services lottery retail locations.. They perform client-site servicing, repair, installation, and relocation of company equipment and supplies. The equipment varies from communication hardware to point of sale and vending equipment. The Field Service Technician also provides training and preventative maintenance to customers on all aspects of the equipment.
As part of your day, you are responsible for the completion of assigned service calls at lottery retailer locations. These include scheduled calls (installs, removals, and preventative maintenance and unscheduled calls (service and supplies as initiated by the customer).
Provide a positive customer experience using your customer service and technical skills.
Communicate the value of our services and match products with customer needs.
Perform extensive field repair functions including installs, removing terminals, communications equipment and peripheral procedures, with little to no supervision.
Performs vehicle management functions as set by guidelines.
Partnering with the Data Center to ensure timeliness to retail locations and understanding problems at each assigned service location.
Records service call information, logs and reports data communication problems to management and communication recommendations on customer’s equipment.
Follows through on customer issues that require additional support.
Ability to troubleshoot all forms of communications within a retail location.
Performs routine maintenance on company vehicles.
Maintains an acceptable driving record in accordance with the Motor Vehicle Policy.
Build and maintain strong, long-lasting customer relationships.
Solve your customers’ challenges the first time, owning it.
Some troubleshooting of customer issues over the telephone.
Training of new and existing customers.
This position will average approximately six to ten detailed activities per day depending upon local area needs, responsibility, and service order type.
Occasionally assist in the training of new and existing team members.
Performs these functions and all other duties as assigned.
Education
Must have a high school diploma or equivalency.
Qualifications / Skills / Knowledge
Pass a background check, drug test, and have a clean driving record.
Ability to drive a non-CDL delivery truck.
Familiarity with MS Office products (Excel, Word, PowerPoint, etc.)
An understanding of, and some experience with, troubleshooting computer software and hardware technologies.
Excellent interpersonal, verbal, and written communications 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 judgement and problem-solving skills to determine most cost-effective repair/resolution to minimize customer downtime.
Ability to work weekends, holidays and evenings as needed.
Available to work overtime as needed.
Ability to lift, install and move large self-service equipment (regularly lift or move 35 pounds or more).
Occasional ladder climbing.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. If your position requires you to work in the field, production, and/or warehouse, it is mandatory that you use the approved Personal Protective Equipment.
Work Conditions
Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.