Field Service Tech -CA
|January 11, 2013 - June 28, 2013|
|Benefits:||Please see benefit page|
|Employment Type:||Full Time|
|Department:||Customer Service (Games)-550200|
|Description:||This position is responsible for serving as a lead technician overseeing repair, installation, removal and conversion of KGI gaming platforms. Assists in the oversight of technicians including work distribution, planning, and quality assurance inspection. Provides training to service technicians. |
This position also requires the flexibility to act autonomously at all times while adhering to overall department and company polices and procedures.
|Duties:||•Ability to provide on-the-job (OJT) training to technicians on all Konami game platforms.|
•Manages all service functions (installations, service calls, conversions, PM, etc.) on KGI games within an assigned territory.
•Reviews work orders and related manuals and schematic diagrams to determine tasks to be performed and tools, equipment, and parts needed for installation or repair assignment.
•Independently performs repairs on KGI slot equipment including: CPU assembly, I/O board assembly, power supply assemblies, coin mechanism, general illumination devices and assemblies, backplane and/or cabinet harnessing, video monitor and touch screen assemblies, progressive controllers, meters, drivers, and harnessing, bill validator assemblies, slot information systems communicators, card readers and harnessing, cabinet and door hardware assemblies, power switching, circuit breaker, utility power assemblies, thermal printer assemblies, and coin hopper assemblies.
•Completes work orders for repairs and coordinates with customer service to requisition replacement equipment; coordinates returns or exchanges of materials.
•Completes timely and accurate service logs and submits to customer service to facilitate issue tracking and invoicing of reimbursable services.
•Demonstrates excellent technical and troubleshooting skills to consistently achieve customer issue resolution and satisfaction.
•Provides on-site training to KGI customers on platform options and functionality including detailed training on the setup and configuration of Konami progressives.
•Completes timely and accurate service logs/work orders and submits completed documentation to customer service to facilitate issue tracking and invoicing of reimbursable services.
•Sets the example by maintaining accurate inventory of equipment within service vehicles; coordinates with customer service to replenish equipment as it is used.
•Assists regional manager in ensuring work orders completed by level one and level two Technicians are completed accurately and timely; evaluates repairs and installations.
•Assists regional manager in planning personnel schedules, ensuring safety procedures, and contingency planning for unforeseen circumstances in the field.
•Leads onsite installations and conversions.
•Leads the setup of KGI products for trade shows and installations/special projects for high profile clients.
•Serves as the primary customer contact in the absence of service management.
•Confers with Sales and other departments to ensure release to ship and customer enhancements are complete.
•Uses current and available technical publications and game percentage sheets to analyze game performance and advises management, gaming regulators, and customer representatives of possible failures resulting in player disputes.
•Reports to senior manager any discrepancies or problems requiring resolution.
•Maintains a positive image of KGI within the industry by providing exceptional service to both internal and external customers.
•Resolves customer issues that cannot be addressed by level one/two Technicians.
|Qualifications:||Associates degree, gaming/technical school diploma or equivalent combination of military, education and experience within the gaming industry. |
Seven or more years of experience in the installation and maintenance of slot machines and/or relevant systems, electrical, electromechanical, electronics or computer experience.
Ability to provide training to technicians on gaming platforms and peripherals. Ability to obtain and retain gaming licensing, gaming card, or other certifications required by gaming regulations. Gaming, electronic, or technical school certification. Clean driving record is required.
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