Field Service Technician - MO

WHY DIAMOND GAME?

When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards.

As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.

Career development, remote and hybrid work schedules, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.

Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1994, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited and a sister company of Pollard Games, Inc DBA American Games and International Gamco.

Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many charitable communities across North America.

Our Core Values are:
Collaboration;
Innovation;
Integrity;
Growth. And Have Fun!

Field Service Technicians at Diamond Game are first and foremost customer service ambassadors, not only by providing excellent service and support for the products, but also by delivering the desired customer service experience. The role of Field Service Technician is a technical, customer-centric position focused on preparation, installation, troubleshooting, repair, preventative maintenance, and Tier 1 customer support for Diamond Game's lottery ticket dispensing machines as well as associated equipment.

Located in the Poplar Bluff, MO area, this position may require a significant amount of travel during the assigned work week with the occasional overnight stay; technician van will be assigned. Candidate must have a clean driving and criminal record and be comfortable driving long distances in varied weather conditions.

• Act as the first line of support for Tier 1 customer requests. Interact with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
• Logging call information, as well as resolving, transferring, or escalating Tier 1 support requests as necessary.
• Ensure that appropriate actions are taken to resolve customer problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments;
• Perform diagnostic checks, maintenance and repairs to all Diamond Game equipment.
• Perform activities and provide support to ensure defined service level agreement timelines are met.
• Plan, schedule, and perform preventive maintenance on equipment (clean, tighten loose hardware and secure loose wiring).
• Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs.
• Record maintenance and repair actions in approved reporting software, accurately and within defined time frames.
• Adhere to jurisdictional regulations regarding the proper handling of upgrades and maintenance for gaming equipment.
• Communicate and report to management and other departments within Diamond Game on the status of assigned activities.
• Gather and record detailed information and reports on issues reported by the customers or otherwise identified at customer sites.
• Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers.
• Report on work orders and other assigned tasks daily.
• Be part of monthly on-call technical…