Field Service Technician (Electronics)-NY

Technical Support And Field Service Technician

This role provides technical support and field service for customer equipment, including troubleshooting hardware and software issues, performing installations, and delivering user training. Responsibilities include documenting service activity, providing remote and on-site support, coordinating parts and repairs with distributors, and escalating complex issues when needed. The position requires extensive travel and a strong focus on timely problem resolution and customer satisfaction. Locations of field support include Albany, Schenectady, Ft Drum, Utica, Ithaca, Binghamton, Elmira, Cortland, Watertown, Syracuse, Saratoga, Poughkeepsie, and Cooperstown.

Primary Roles and Responsibilities

• Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
• Responsible for logging service calls in Salesforce and recording related pertinent information.
• Responsible for remote phone support when not traveling.
• Responsible for escalating any tier 2/3 issues to the support specialist.
• Responsible for escalating any support issues to management in a timely manner.
• Ability to work through issues with above average first visit resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• On-site installations and support required, overnight travel will be involved and can exceed 75% at times.
• Assist customers in the configuration and programming of equipment.
• Train distributors and customers on the use of equipment.
• Exceed customer satisfaction objectives as outlined by management.
• Recommends and executes appropriate solutions in a timely manner.
• Responsible for promptly following up with customers as needed.
• Ability to work from home effectively, which includes access to high-speed DSL or Cable internet.
• Other duties as assigned by management.

Experience and Education

• Associate degree in Computer Technologies or applicable experience
• Minimum of 3 years' training or commensurate experience in electronic and PC technologies.
• Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.
• Strong analytical skills.
• Ability to read schematics and technical manuals.
• PC, mechanical and electrical aptitude.
• Excellent written and verbal communication skills.
• Strong customer relations and phone skills.
• Must be self-motivated to work independently without direct supervision.
• Effective planning and organizational skills to efficiently manage time and call load.
• Competency in various software applications including MSOffice.
• Experience with Proprietary software a plus.
• PC applications support experience.

Preferred

• Previous field support experience.
• Prior experience in supporting electronic gaming devices.
• Bingo Gaming experience
• Certification and 2 or more years of commensurate experience in network technologies.

Working Conditions

• Travel is required and can exceed 75%.
• Overtime and standby availability are required.
• Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.
• Installations will include running cables, lifting heavy devices, and climbing ladders.
• Available to work any shift and weekends as needed.