Summary

A Level III Field Service Technician will utilize their technical expertise and independent judgment to provide on-site servicing, installation, and repair of complex electromechanical equipment. This role is crucial in maintaining high customer satisfaction through data-driven tools, proactive attention to customer needs, and positive interactions. Responsibilities include supporting customers with operational or maintenance issues, addressing escalated technical and service-related concerns, diagnosing failures in mechanical, hardware, software, and systems, implementing effective repairs to minimize downtime, and preparing reports for analyzing product failure trends and serviceability issues. Additionally, this role will also assist with the on-site training and development of less experienced field service technicians and acts as a key communication link between technical support, management, and the customer on technical matters and projects. Flexibility for long hours and travel is required.

Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Apply company policies and procedures to complete routine tasks effectively.

• Respond promptly to service calls, perform equipment maintenance at customer sites, and assist operators with operational issues.

• Represent the company professionally at all times.

• Handle administrative tasks, including record-keeping, reporting, and inventory management, with accuracy and timeliness.

• Develop and maintain technical competence through formal training programs, on-site training, and hands-on experience.

• Comply with company policies regarding confidentiality and customer procedures, including Custody and Control Procedures.

• Manage parts inventory, coordinate shipments for repair and replenishment, and oversee the inventory of tools and test equipment.

• Record maintenance activities using approved methods and procedures.

• Follow escalation procedures to resolve issues promptly and ensure timely communication with designated company personnel and customer management.

• Promote high customer satisfaction by maintaining open communication and providing proactive attention to customer needs.

• Assist with the on-site training of less experienced field service technicians.

• Show flexibility to travel as required to support business needs, including providing coverage for other Field Engineers during vacations or illnesses. Travel may be within the home territory or to other areas.

• Perform all activities safely and adhere to company safety policies and procedures.

• Complete other duties as assigned.

Required Skills/Knowledge

• Hands-on experience with electromechanical equipment is preferred.

• Proficiency in electromechanical troubleshooting, understanding electronic principles, and working knowledge of computer systems, PCs, and networking is required.

• Experience with solenoids, belts, rollers, bearings, pneumatics, and guides is a plus.

• Strong oral and written communication skills are essential.

• Ability to use a laptop/tablet for administrative and diagnostic tasks.

• Willingness to provide personal information and obtain Gaming Licenses in required jurisdictions (for Commercial Field Service Technicians).

• Work may be home office-based or customer site-based.

• Personal vehicle use may be required depending on business needs.

• Potential responsibility for a company fleet vehicle may be required depending on business needs.

• Shift work may be required.

Required Education and Experience

• High school diploma or GED required.

• An Associate degree or trade/technical school certificate/diploma preferred.

• Minimum of four (4) years of relevant work experience, including at least two years in a field service environment.

• Hands-on experience with electromechanical equipment is essential.

• Previous experience in customer-facing roles is required.

Other Duties

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.