Field Service Technician

Welcome to the world of land-based gaming at Light & Wonder, where we focus on developing cutting-edge technology, products, and content for top casinos and operators worldwide.

Position Summary

Field Service Technicians play a crucial role in providing technical support to our gaming machines and products, including investigating mechanical and electrical faults, and performing repairs. They represent Light & Wonder by visiting customer sites, acting as primary points of contact for technical phone calls, and troubleshooting issues. Field Service Technicians record and report problems to enhance our knowledge base and maintain an auditable record of work performed, escalating issues as required to ensure exceptional customer service.

Duties and Responsibilities:

• Install, convert, and upgrade gaming equipment to a high standard, ensuring seamless performance and efficiency.
• Document and report completed work, guaranteeing all necessary information is collected and accurate.
• Develop and conduct operator and technical training sessions for venue staff as needed, promoting efficient use and maintenance of our equipment.
• Escalate technical issues promptly to resolve them in a timely manner and maintain superior customer satisfaction.
• Effectively manage work schedules to meet both customer and sales team requirements, maximizing productivity and efficiency.
• Report operational field issues on a weekly basis, identifying areas for improvement.
• Inspect returned parts, process return orders, and test repaired items for quality assurance.
• Continuously identify opportunities to enhance operations, reduce turnaround times, streamline processes, and deliver exceptional customer experiences.
• Travel as required for business purposes, representing Light & Wonder with professionalism and expertise.

Knowledge, Skills, and Abilities:

• Prior experience as a field technician is essential.
• Excellent communication skills, both written and verbal, are necessary for effective collaboration.
• Able to apply analytical reasoning and diplomacy when problem-solving, ensuring resolution while maintaining positive relationships.
• Strong customer service skills, combined with organizational and stakeholder management abilities, allowing for autonomous work.
• Proficient in electro-mechanical fault-finding, with understanding of computer systems, networking, and troubleshooting techniques.

Experience, Education, and Qualifications:

• At least 5 years of exposure to Electronic Gaming Machines (EGMs), Multi-Game Terminals (MTGMs), and Utility Products in a Support or Maintenance capacity.
• Familiarity with industry regulations and operating procedures is highly desirable.
• Formal certification in a technical discipline is advantageous, demonstrating specialized knowledge and expertise.
• Must hold and maintain various gaming technical licenses.
• Physically capable of operating company-provided vehicles, possessing a valid driver's license, and having an acceptable driving record.

Working Conditions:

The work environment is representative of similar jobs in comparable organizations.

Workplace Health & Safety:

• Actively cooperate and comply with Light & Wonder's WHS Policy and Program to ensure personal safety and the safety of others in the workplace.
• Maintain safe work practices, avoiding risks and hazards.
• Ensure proper equipment usage and maintain a safe work area, free from hazards.
• Report incidents, injuries, and near misses immediately.
• Notify supervisors or managers if unsure about the skills, training, or equipment required to perform duties safely.

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

The statements herein describe the general nature and level of work being performed by employees and are not intended to be an exhaustive list of responsibilities, duties, and skills required. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

About Us

Light & Wonder, Inc. is a leading global games company, combining three unique businesses to deliver unforgettable experiences through the talents of our 7,000+ member team and a deep understanding of our customers and players. We create immersive content that forms lasting connections with players, wherever they engage. At Light & Wonder, it's all about the games. The Company is committed to the highest standards of integrity, promoting player responsibility and implementing sustainable practices.

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