Field Service Technician

About Galaxy Gaming

Galaxy Gaming is an innovative, customer-focused omnichannel table games expert. Our team proudly represents world-famous table games and side bets, over 20 years of iGaming experience, proven-performing technology and solutions, industry-leading service levels, and much more on the horizon. Join the Galaxy!

Position Overview

This role will provide excellent routine service, installation, troubleshooting, and repair of proprietary table gaming systems service to all customers within assigned regional area, utilizing education and experience in electronics and customer service.

Essential Job Functions

• Install, maintain, and troubleshoot electronic equipment down to the component level

• Consistently build positive rapport with clients, co‑workers, and internal teams while providing excellent customer service
• Communicate information and state problems or challenges to be resolved in a clear, concise, and professional manner
• Serve existing accounts by analyzing work orders, investigating field complaints, troubleshooting, and resolving problems
• Maintain a high standard of customer satisfaction reflected through customer surveys and feedback

• Develop, track, and report on project progress and schedules
• Facilitate the flow of information amongst team members and between various departments
• Document service and installation actions by completing forms, reports, logs, and records
• Obtain information on a new product – documentation, instructions, training tools
• Report and resolve product issues discovered in the field
• Report product improvement suggestions based on feedback from the field
• Up to 75% travel required, including travel on short notice
• Availability to work weekends and holidays and on on-call rotation for 24-hour service
• Utilize downtime to support internal operational needs, including preparation work for upcoming installs and assisting with testing, validating, and organizing field equipment to ensure readiness for deployment.
• Perform other duties as assigned

Knowledge / Skills / Job Qualifications

• Proficiency in troubleshooting electronics and mechanical assembly

• Experience using a drill, router, and other various powered construction hand tools
• Experience and comfort with configuring basic networking equipment

• Excellent written and verbal communication skills, including telephone etiquette and interpersonal skills
• Proven ability to define problems, collect data, establish facts, draw valid conclusions, and devise effective solutions
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to solve practical problems and deal with stress effectively
• Ability to exercise good judgment at all times
• Ability to promptly respond to common inquiries, complaints, or requests from various internal and external parties in a professional manner

• Must be able to articulate concepts and ideas in a clear, concise, and accurate manner

• Ability to read, write, and interpret detailed, concise, and accurate documents, such as reports, policies, procedures, and correspondence
• Ability to maintain organization, meet deadlines, and work under minimal supervision
• Demonstrate integrity and discretion in handling confidential information
• Proficiency in Microsoft Office and the use of PC computers
• Valid driver’s license and an excellent driving record

• Ability to obtain gaming licenses in approved gaming jurisdictions.
  • This may include comprehensive background screening, including employment verification, credit and criminal history checks, personal reference verification, and a review of driving records
• Adhere to company core values, fostering a positive, collaborative and values driven culture. Be COSMIC

Education / Experience

• At least two years of experience in the assembly, testing, or troubleshooting of electronic devices required
• Associate degree or equivalent in a technical discipline
• General knowledge of casino gaming and table games experience preferred
• At least three years of experience in a customer service position

Physical Requirements

• Constantly use hands/fingers to operate a computer and other office productivity machinery
• Ability to safely operate powered construction tools
• Must frequently use close, color, peripheral, and depth vision
• Frequently will need to reach with hands and arms, lift up to 75 pounds, climb/balance, stoop/kneel/crouch/crawl

Galaxy Gaming is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, gender identity, sexual orientation, protected veteran status, and basis of disability, or any other federal, state, or local protected class.