Summary
A Level III Field Engineer will use his/her technical expertise and individual judgement to provide customer-site servicing, installation and repair of complex electromechanical equipment and will maintain a high level of customer satisfaction through the use of data-driven tools, proactive attention to customer requirements and positive customer interactions. This position provides support to customers on operational or maintenance aspects of equipment, receives escalated customer concerns on technical and service related problems, diagnoses mechanical, hardware, software, and systems failures using established procedures, determines the most effective repair/resolution to minimize customer downtime, and prepares reports for analysis of product failure trends and serviceability issues. A Level III Field Engineer will also assist with onsite training and development of less experienced Field Engineers and serve as a focal point of communication between technical support, management, and the customer on technical issues and projects. This position requires the flexibility to work long hours and travel as necessary.
Duties/Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Applies company policies and procedures to complete routine tasks.
- Responds to service calls promptly, performs maintenance of equipment systems at customer sites and assists operators with operational problems that occur.
- Represent G+D in a highly professional manner.
- Performs all administrative duties including record keeping, reporting, and inventory management in an accurate and timely manner.
- Maintains and develops technical competence through formal training programs, on-site training, and on-the-job training.
- Adheres to all required company policies concerning confidentiality of company information as well as customer policies procedures including Custody and Control Procedures.
- Manages parts inventory, coordinates shipment of parts for repair and replenishment, and maintains the inventory of tools and test equipment.
- Records maintenance activities using approved methods and procedures.
- Follows escalation procedures to ensure that problems are resolved expeditiously and that timely communications are maintained with designated G+D personnel and customer management.
- Actively promotes a high level of customer satisfaction by maintaining open communications and providing pro-active attention to customer requirements.
- Assist with onsite training of less experience Field Engineer
- Demonstrates flexibility to travel, as necessary, in support of business needs, including travel to provide coverage for other Field Engineers during vacations, illnesses, etc. Coverage can be within home territory or could require travel to other territories.
- Shift work may be required.
- Performs all activities in a safe manner and adheres to company policies and procedures relating to safety.
- Performs other duties as assigned.
Required Skills/Knowledge
- Hands on experience with electro-mechanical equipment a plus.
- Capabilities should include electro-mechanical troubleshooting ability, understanding of electronic principles, and a working knowledge of computer systems, PC’s and Networking.
- Hands on experience with solenoids, belts, rollers, bearings, pneumatics, and guides a plus.
- Must possess effective oral and written communication skills.
- Utilize laptop/tablet for administrative and diagnostic tasks.
- Willingness to submit personal information and obtain Gaming Licenses in required jurisdictions (Commercial Field Engineers).
- Home Office Based and/or Customer Site Based.
- Ability to install and operate G+D software.
- Personal vehicle use required.
- Potential to be responsible for Company Fleet vehicle, if business needs dictate.
Required Education and Experience
- High school diploma/GED required.
- Associate Degree or Trade or technical school certificate/diploma preferred.
- Minimum four (4) years of work experience. Two of those years in a field service environment.
- Hands on experience with electro-mechanical equipment a must.
- Previous experience dealing with customers a must.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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