Field Service Tech

About the Role

This role involves speaking to customers and addressing their Lottery machine service break-fix, installation, and preventative maintenance needs. You will be responsible for caring for customer needs and concerns regarding their lottery equipment service. You will help resolve equipment and communication concerns, handle new installations, and perform preventative maintenance. Your goal will be to identify customer care needs and recommend the best services to meet them. You will contribute to a customer service-focused team aimed at creating revenue and keeping customers selling lottery tickets.

Key Responsibilities

• Provide an uncommon customer experience using your technical skills.
• Communicate the value of services and match products with customer needs.
• Build and maintain strong, long-lasting customer relationships.
• Solve customer challenges the first time and own the resolution.
• Respond promptly to customer/management requests and feedback.
• Prepare and analyze reports to identify product failure trends and serviceability issues.

Requirements & Tech Stack

• An understanding of and experience with troubleshooting computer software and hardware technologies.
• Excellent interpersonal, verbal, and written communications skills, with proven technical and customer satisfaction skills.
• Proven self-starter with motivation and drive.
• Great organization and time management skills to handle multiple responsibilities efficiently and promptly.
• Strong judgement and problem-solving skills to determine cost-effective repairs/resolutions and minimize customer downtime.
• Ability to lift, install and move large self-service equipment (Occasionally lift or move up to 50 pounds).
• On occasion, ability to climb ladders.
• Clean driving record (No more than 3 speeding tickets in the last 5 years).

Qualifications

• High school diploma or equivalency.
• Must pass a background check.