Field Operations Technician

Summary

The Field Operations Technician is a field-based role that will install, maintain, repair, service, and transport Electronic Gaming Machines (EGMs), Redemption Terminals (RTs), ATMs, Marketing devices, amusement devices such as jukeboxes, pool tables, and darts, and related equipment throughout an assigned Iowa service territory, while providing inventory management and operational support.

Reporting to the Director, Field Services, you will serve as the primary field representative for assigned customer locations, traveling daily to perform equipment installations, preventative maintenance, technical repairs, route operations, cash and cassette exchanges, ATM replenishment, documentation, inventory management, and customer support while ensuring compliance with company policies and all applicable gaming regulations.

You will promote exceptional customer service by minimizing equipment downtime, maintaining operational readiness, and supporting the success of local business partners.

Duties and Responsibilities

Equipment Installation

• Install and relocate equipment: Install, remove, and relocate Electronic Gaming Machines, Redemption Terminals, ATMs, Marketing devices, amusement devices, and related equipment at customer locations
• Prepare equipment for operation: Configure and prepare equipment according to regulatory requirements, and perform startup testing, quality assurance inspections, and safety verification
• Deliver equipment and supplies: Transport equipment and supplies between company facilities and customer locations

Service & Repair

• Respond to service calls: Respond to scheduled and emergency service calls, diagnosing mechanical, electrical, software, and communication issues
• Repair equipment: Repair or replace defective components, interpreting wiring diagrams and using electrical testing equipment including multimeters and cable testers
• Maintain software and connectivity: Install software updates, perform game conversions as directed, and configure and troubleshoot network connections for equipment at customer locations
• Perform preventative maintenance: Conduct preventative maintenance and wellness inspections, and clean and maintain equipment to company standards
• Support customers on game functions: Explain game functions to customers when necessary
• Meet service performance standards: Achieve department targets for response time, first-time fix rate, and service efficiency

Route Operations

• Manage gift cards: Deliver, exchange, and reconcile Gift Cards
• Replenish cash equipment: Replenish redemption terminal cassettes and ATMs
• Handle collections: Collect cash cans, reconcile receipts and deposits, and complete required chain-of-custody documentation
• Secure company assets: Follow all company security procedures for transporting company assets and valuables

Inventory & Asset Management

• Manage vehicle inventory: Maintain assigned vehicle inventory and ensure adequate stock of repair parts, tools, supplies, and consumables
• Control parts and inventory: Follow established procedures for parts ordering and inventory control
• Maintain company vehicles: Maintain company vehicles in accordance with company policy

Documentation & Compliance

• Complete required documentation: Complete service reports, installation records, inventory logs, reconciliation paperwork, and regulatory documentation
• Maintain accurate records: Use company software and mobile applications to document field activities and maintain accurate records for equipment installations, repairs, inspections, and route activities
• Ensure compliance: Comply with all applicable gaming regulations, company policies, and standard operating procedures

Customer Service

• Build location relationships: Develop positive working relationships with location personnel and represent the company professionally at all customer locations
• Communicate effectively: Communicate professionally with customers, dispatch, and internal departments
• Minimize downtime: Provide timely service to minimize equipment downtime

Safety

• Operate vehicles safely: Follow all vehicle safety procedures
• Protect equipment and valuables: Adhere to company security protocols during transportation of equipment and valuables
• Use tools and PPE safely: Safely operate tools and testing equipment and wear required personal protective equipment
• Stay alert: Maintain awareness of surroundings while performing route and service duties

Additional Responsibilities

• Support the team: Assist other technicians as needed
• Provide on-call coverage: Participate in on-call rotations, weekend coverage, and emergency service when assigned
• Other duties as assigned

Qualifications

Education

• High school diploma preferred

Experience

• 1-2 years' experience servicing gaming equipment, amusement devices, ATMs, vending equipment, or similar electromechanical equipment preferred

Skills & Competencies

• Mechanical and electrical aptitude
• Basic computer, networking, and mobile application skills
• Ability to read technical manuals, wiring diagrams, and installation documentation
• Strong troubleshooting and problem-solving skills
• Ability to work independently with minimal supervision
• Ability to manage changing priorities within an assigned territory

Physical Demands and Work Environment

• Frequently drive throughout assigned territory.
• Use hands and fingers to handle small parts, tools, and electrical components.
• Work in bars, restaurants, and other public venues with varying noise levels, lighting, and crowds

Additional information

The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

#AEGaming

Base Pay Range

$26-31/hour based on experience

This range represents the low and high end of the anticipated base salary range for this position. The base salary will depend on a number of factors such as: qualifications, experience level, and skillset.

Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, critical illness, and hospital insurance; short and long-term disability; identity/legal protection; as well as access to FSA and HSA accounts. Full and part-time employees are eligible to contribute to traditional and/or Roth 401(k) plans. Our Employee Assistance Program (EAP) offers counseling for a multitude of topics including (but not limited to) mental health, finances, adult care, disability, and grief.