Field Service Technician - WAP Systems

Job Description

Job Description

Description:

NOVOMATIC Americas is a member of the NOVOMATIC Group of Companies. As NOVOMATIC’s local subsidiary in the USA it is responsible for distributing gaming technology for the North American and Caribbean market. With around 20,000 employees worldwide in R&D, gaming operations and equipment manufacturing, NOVOMATIC Group of Companies offers a world class product portfolio of slot machines, electronic table games, management systems and market leading game content.

JOB SUMMARY:

The Field Service Technician for WAP Systems will diagnose and resolving technical issues, perform routine maintenance, and ensuring that all equipment operates according to company and regulatory standards. The technician will work directly with customers and management to address any service needs, ensuring minimal downtime and optimal performance of gaming machines. This position requires extensive travel to sites, both within the State and outside of the country, to provide on-site support and resolve technical problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develops and maintains a professional image in representing Novomatic Americas Sales in both personal interfaces and those communicated via the phone, or email.
• Install, configure, and maintain Wide Area Progressive (WAP) systems, including progressive controllers configuration, communication interfaces, and gaming machine connections.
• Perform diagnostics, troubleshooting, and repair of progressive jackpot systems across multiple gaming machines and linked properties.
• Configure progressive parameters including jackpot increment rates, reset values, and contribution percentages in accordance with regulatory and product specifications.
• Monitor WAP network communication between gaming machines, controllers, and central database to ensure accurate jackpot accumulation and payout functionality.
• Interpret technical manuals and electronics schematic.
• Perform firmware and software upgrades on progressive controllers and associated hardware.
• Analyze system logs, SAS communication data, and network connectivity to identify faults or irregular jackpot activity.
• Maintain and troubleshoot communication protocols such as SAS and Ethernet-based progressive networks.
• Conduct routine preventive maintenance on progressive hardware, including controllers, signage displays, and jackpot meters.
• Verify jackpot events, system triggers, and payout integrity to ensure compliance with gaming regulations and internal audit procedures.
• Coordinate with IT, slot operations, and vendor technical support for system integration, upgrades, and incident resolution.
• Maintain detailed service documentation, configuration records, and regulatory compliance reports related to progressive systems.
• Support casino floor operations during slot machine and progressive installations, floor moves, and system expansions.
• Perform installation and configuration of CMS hardware including slot interface boards, card readers, player tracking devices, and communication modules.
• Monitor system connectivity across the gaming floor to ensure accurate player tracking, accounting data, and jackpot reporting.
• Diagnose and resolve hardware, firmware, and network issues affecting CMS functionality and gaming machine communication.
• Test and verify player tracking systems, card reader functionality, and bonus system integration.
• Maintains timely and accurate expense account reports.
• Follows all safety and security protocols to ensure safe installation and repair of electronic equipment.
• Any other duties assigned by Management.

SKILLS/QUALIFICATIONS:

• Electronic Certificate in the field of electronics is preferred; 3 years or more of experience in the gaming industry is preferred; or equivalent combination of education and experience.
• Must be bilingual English/Spanish.
• Network Fundamentals – Understanding of OSI Model, TCP/IP stack, and DHCP protocols.
• Ability to use Network COM line testers, ping, traceroute and packet analyzer.
• Ability to write reports, business correspondence, and communicate to management.
• Ability to lift 50lbs or more as needed.
• Valid passport.
• Ability to professionally interface and respond to questions from customers, sales personnel, and others within the company as required.
• Valid and clean driving record.
• Ability to travel up to 80% of the time to customer locations within Puerto Rico and outside of the country.

Standard Benefits:
NOVOMATIC Americas offers a range of available benefits to all employees, including available medical and dental programs. Company paid short-term and long-term disability and basic life insurance. Other benefits include PTO accrual, paid holidays and company matched 401K.

NOVOMATIC Americas Sales, LLC is an Equal Opportunity Employer and does not discriminate against applicants for employment because of race, color, sex, age, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Candidates are subject to pre-employment drug screens and background checks.