Product Support Technician in Las Vegas, NV at Scientific Games

Date Posted: 6/6/2018

Job Snapshot

Job Description



The purpose of this position is to provide support for the repair, maintenance, installation, training, documenting, and accounting of all Gaming equipment, electronic table games and other utility products. The role is a traveling Technical Expert serving as an extension for Engineering team in the field. The job requires certification in all jurisdictions where our products are sold and requires frequent travel on short notice both domestically and internationally.
Essential Job Functions:  
• Visit casinos to perform installations, repairs, and preventive maintenance on machines.
• Diagnoses and repairs equipment in the field as assigned, by way of electronic, networking, mechanical troubleshooting.
• Specialized repair involving crafting, manufacturing, custom modification of the product to site specifications.
• Collaborates with Engineering and Software Development to provide feedback on site visits to improve product performance.
• Broadly diagnose equipment problems; determine whether device(s) should be swapped out, or whether a deeper diagnosis is required.
• Install equipment to result in fully functioning devices
• Update and/or convert existing products to meet the customer’s specifications
• Remove and/or relocate existing equipment via extraction or re-positioning to meet the customer needs
• Maintain positive relationships with customers in support of the brands serviced
• Respond to Service Calls in an accurate, timely and courteous manner
• Complete paperwork and documentation as instructed for accurate reporting
• Provide adequate on-site technical expertise to answer technical questions
• Provide technical training on equipment to other technicians or customers
• Participate in miscellaneous assignments, activities and various special projects as requested to assure maximum efficiency and minimal downtime for one’s department and the company
• Assist other employees in achieving their objectives
• Responsible for staying abreast best practices both internally and externally
• Provides on call 24/7 support when designated as the on call representative.

Job Requirements



Qualifications
• Similar technical skills and experience to Specialist, Technical Support Tier 4-5
• Valid gaming card, and or the ability to obtain one by the appropriate licensing agency for every jurisdiction SG is licensed to operate
• Valid driver’s license in the state where primary duties are performed; and willing to drive a company vehicle and/or a personal vehicle, rental
• Valid passport, and or the ability to obtain one by the appropriate licensing agency
• Minimum 3-5 years’ experience working on EGM’s, ETG’s, and other Utility products.
• Must be at least 21 years of age, as required by law

Education:
• Technical associates degree or trade school diploma in the subject area of electronics/electrical, equivalent experience repairing gaming equipment in a casino environment with demonstrated electromechanical skills.
Knowledge, Skills, & Abilities:
• Networking, electromechanical, and fiber optic principles, proper use of woodworking tools and techniques
• Thorough working knowledge of various software applications including Microsoft Office Suite (Outlook, Excel, PowerPoint, Word)
• Basic SQL skills for the troubleshooting and diagnosis of Game Manager
• Basic Linux and Microsoft OS command prompt skills
• Adheres to all departmental and company safety/security policies, procedures and protocols
• Knowledge of and skill in using various hand tools, power tools and electronic test equipment
• Knowledge of the company and its products
• Advanced understanding of mechanical and electronic systems
• Ability to read and understand wiring schematics, diagrams and service manuals
• Ability to demonstrate positive customer service to internal and external customers, in person and via phone
• Ability to work as a technical professional in a high-pressure environment
• Advanced troubleshooting, analytical and problem-solving skills
• Excellent communication skills, verbal and written
• Ability to build positive interpersonal relationships and contribute as a member of the team
• Ability to prioritize, be proactive, handle multiple responsibilities, and work under pressure
• Ability to be flexible to a changing environment, acknowledging urgency when necessary
• Ability to exercise good judgment and discretion in confidential matters
• Basic math skills
• Ability to travel up to 70%

Physical Requirements:
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 and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.

Work Conditions:  
Office & Casino Environment

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.  

Scientific Games Corporation 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, ethnicity, gender, sexual orientation, veteran status, or on the 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: EEOC Poster.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the 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 EEOC Poster.