Gaming Services Technician I
Summary: The Gaming Services Technician 1 performs a variety of duties related to the service, maintenance and repair of Video Gaming Machines (VGM) and VGM components. This includes phone support and troubleshooting, bench repairs, parts support, machine prep, installation and removals, data entry associated with assigned tasks, along with adhering to company policies and managing their other related job duties. This position also provides customer service to our Casino locations at all levels, including Casino Operations, Casino Management and Casino Patrons. This position is the entry level for the Gaming Services Technical group so the technician will be completing the assigned tasks under supervision and with the assistance of a senior mentor technician.
Starting Pay Scale: Starting salary can be adjusted depending on relevant job experience and education.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
-Responsible for accurate and rapid diagnosis of Video Gaming Machine (VGM) and casino signage malfunctions. Responsible for performing required tests to diagnose or assure compliance with standards. Will utilize a variety of methods and tools to perform these activities.
-Responsible for performing repairs and upgrades of VGM and casino signage under supervision of a mentor or senior technician. Responsible for providing instructions and mentoring to remote field employees to perform repairs.
-Responsible for placement and installation of new VGMs with demonstration of hardware configurations and software functionality as required.
-Responsible for maintaining associated records related to machine placement and service activities.
-Responsible for maintaining proper inventory levels including ordering, receiving and inventory counts for VGM and service related parts.
-Responsible for performing quality board level bench repair activities on VGM related components.
-Provide product training to casino locations, manager trainees and junior technicians.
-Provide superior customer support and service to our casino locations to ensure customer complaints, incidents or machine malfunctions are handled in a professional and timely manner.
-Provide guidance using product knowledge and effective communication skills to our Town Pump co-workers and/or product vendors to help quickly identify and resolve any service issues that may arise.
-Provide follow-up support to ensure reported VGM problems have been resolved and any associated parts used are being returned to our Gaming Service Center for repair and refurbishment.
NON-ESSENTIAL DUTIES:
-Other duties assigned by the supervisor
-Provide marketing support
-Support inter-departmental projects
-Snow shoveling of areas around service facility
-Cleaning and sweeping of warehouse area as needed
-Cleaning and maintenance of service and parts area as needed
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS:
-Valid Driver’s License with acceptable driving record
OTHER (Knowledge, Skills, or Abilities):
-Work well in a team environment with the ability to deliver a high quality product under pressure
-Must have excellent organization and documentation skills
-Ability to perform assigned duties under frequent time pressures in an interruptive service environment
-Must work to deadlines, and manage priorities and time efficiently
-Ability to be flexible, multi-task
-Ability to operate a copier and fax machine, as required
-Ability to travel to casino locations on short notice
-Ability to work overtime, after-hours, weekends and overnights
-Ability to work rotating shifts and cover on-call schedules
-Ability to perform intricate tasks using fine motor skills with synchronized hand and eye coordination
Job Specifications (Qualifications)
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: One year certificate from college or technical school; or three to six months relative experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS: 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.
-The employee must occasionally lift and/or move up to 50 pounds.
-The employee must occasionally move up to 250 pounds with supporting equipment.
-Specific vision abilities required by this job include Color vision; and Ability to adjust focus.
-While performing the duties of this Job, the employee is regularly required to sit; and talk or hear. The employee is regularly required to walk and stand. The employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
ENVIRONMENTAL DEMANDS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-The employee is occasionally required to work near moving mechanical parts; fumes or airborne particles; risk of electric shock (during machine repairs); and outdoor weather conditions.
-The noise level of this job is usually Moderate (examples: business office and warehouse environments with computers and printers, light traffic, power tools, etc.)
