Field Service Tech IV

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

The Mission:

To provide installation, setup, maintenance, troubleshooting, and configuration of Light & Wonder (L&W) product/equipment at customer locations or facilities, ensuring optimal operation and customer satisfaction.

Job Summary:

Under the supervision of the Field Service management or Lead Technician, this position is responsible for performing troubleshooting techniques to resolve problems, supporting other Creators, and maintaining accurate part inventory.

Outcomes:

• Timely and accurate installation and maintenance of L&W products.
• Effective troubleshooting and resolution of technical issues.
• Maintenance of inventory and documentation.
• Positive customer interactions and support.

Essential Job Functions:

• Move, load, unload, and transport all L&W products to customer sites.
• Install, setup, troubleshoot, configure, and perform preventive maintenance (PM) on EGMs, PTG, ETG, and all utility products.
• Keep and track part inventory.
• Learn and understand L&W/gaming products, including theory of operation, abnormal operation, troubleshooting, and repair.
• Use and understand Service Max and Zinc to manage customer tickets and questions for product support and parts.
• Apply Safety Training in the field and wear PPE (Safety equipment, steel toe shoes, hard hat, safety goggles, and gloves).
• Safely use common hand tools including screwdrivers, nut drivers, wrenches, hammers, center punches, drills, multimeters, and polarity checkers.
• Train new Creators
• Report information or issues to management team/customer as needed
• Take responsibility as a Lead Technician on a job by keeping the team on task, communicating with customer, and maintaining a clean work area
• Manage new projects with no supervision
• Train Creators & customers with new products on site
• Understand installation/player tracking/system hardware on L&W products
• Support other Creators on all utilities/EGM products.
• Other duties as assigned

Qualifications:

Training and/or Experience:

• Five or more years of experience with gaming equipment and troubleshooting or equivalent work experience
• Must have valid driver's license
• Valid gaming card (or ability to obtain one)

Education:

• Associate Degree or equivalent work experience in engineering, communications, electronics or computer operations

Knowledge, Skills and Abilities:

• Knowledge of mechanical assembly skills
• Knowledge of electricity, advanced electronics, troubleshooting, and mechanics of gaming type devices
• Proficient background with EGMs, Coolsign, Signage, Networking, WAP, PTG, ETG, and utilities
• Have proficient knowledge of admin work (Customer Follow Up Email, QIR, Finding Parts, etc.)
• Ability to follow detailed written and verbal instructions and technical documentation
• Working knowledge of Microsoft Office Suite and able to use the internet
• Ability to understand Light & Wonder policies and all job related paperwork
• Ability to interact with coworkers and customers in a courteous and professional manner, including problem resolution and decision making

Physical Requirements:

• Must be able to lift and carry 60 lbs.
• Must be able to sit, stand, crouch, bend, reach, kneel, lie prone, hold, push, pull, and lower as necessary.
• Vision Requirements:
  • Close vision
  • Depth perception
  • Distance vision
  • Ability to adjust focus
  • Peripheral vision
  • Ability to distinguish colors

Work Conditions:

• Frequent work in dimly lit, crowded, noisy conditions and around smokers.
• Must be able and willing to travel on short notice and work "on call".
• Must be able to work flexible shifts including nights, weekends, and holidays.
• Some domestic and international travel may be required

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W 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 L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W 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.

L&W 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: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and 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 for EEOC Poster.