Description
Arrow Games/Bazaar & Novelty is a member of the Arrow International Inc. group of companies, the world’s #1 maker of charitable gaming products, from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globe—and we’re growing fast! We’re building a winning culture that’s all about teamwork, passion, and innovation. At Arrow, you’re not just another employee—you’re part of a high-performing team that’s redefining fun and giving back to communities. If you're looking for a career that’s exciting, meaningful, and full of opportunity—Arrow is the place to be. Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region.
Job Type
Full-time
This is not a remote role.
Requirements
* 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 for escalating 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.
Experience And Education
* Community College Diploma in Electronic Diploma 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.
Working Conditions
* 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.
* Company vehicle provided.
* Contingent on a clear criminal background check (paid for).
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