Field Service Technician, Niagara Falls, Ontario, Canada
Arrow International, Inc.
Date: 6 hours ago
City: Niagara Falls, ON
Contract type: Full time
Job Type
Full-time
Description
Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region. This is not a remote role.
Preferred
Full-time
Description
Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region. This is not a remote role.
- Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
- Responsible for logging service calls in Salesforce and recording related pertinent information.
- Responsible for remote phone support when not traveling.
- Responsible for escalating any tier 2/3 issues to the support specialist.
- Responsible to escalate any support issues to management in a timely manner.
- Ability to work through issues with above average first visit resolutions.
- Work closely with distributors on parts orders, RMAs, and technical assistance.
- Assist customers on the configuration and programming of Arrow equipment.
- Train distributors and customers on the use of Arrow equipment.
- Exceed customer satisfaction objectives as outlined by Arrow management.
- Recommends and executes appropriate solutions in a timely manner.
- Responsible for promptly following up with customers as needed.
- Ability to work from home effectively which includes access to high-speed DSL or Cable internet.
- Other duties as assigned by management.
- Associate degree in Computer Technologies or applicable experience
- Minimum of 3 years training or commensurate experience in electronic and PC technologies.
- Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.
- Strong analytical skills.
- Ability to read schematics and technical manuals.
- PC, mechanical and electrical aptitude.
- Excellent written and verbal communication skills.
- Strong customer relations and phone skills.
- Must be self-motivated to work independently without direct supervision.
- Effective planning and organizational skills to efficiently manage time and call load.
- Competency in various software applications including MSOffice.
- Experience with Proprietary software a plus.
- PC applications support experience.
Preferred
- Previous field support experience.
- Prior experience in supporting electronic gaming devices.
- Bingo Gaming experience
- Certification and 2 or more years of commensurate experience in network technologies.
- Travel is required and can exceed 75%.
- Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.
- Installations will include running cable, lifting heavy devices, and climbing ladders.
- Available to work any shift and weekends as needed.
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