Field Service Technician

JOB SUMMARY

Performs quality repair and maintenance to MSLC owned equipment assigned to sales agent locations, so as to minimize downtime and ensure sales agent satisfaction with terminal operation. Participate in the full spectrum of complete agent service through providing office-based telephone support and counsel to agents experiencing equipment difficulties, entering service call needs into MSLC system, and dispatching service techs to agent locations as assigned and directed by the Service Manager. Monitor phone lines and coordinate repairs. ESSENTIAL FUNCTIONS Work under the direction of the Regional Field Service Manager and/or Field Service Supervisor(s) in the repair and maintenance of all MSLC owned and agent assigned equipment. Participate in the full spectrum of complete agent service through providing office-based telephone support and assistance to agents experiencing equipment difficulties. Enter service call needs and document all related activity into MSLC system. Dispatch service techs to agent locations as assigned and directed by the Service Manager. Follow directions from Manager(s) or Supervisor(s) and perform record keeping and reporting necessary to document equipment performance. Install, repair and, when needed, retrieve MSLC owned equipment from sales agents in various locations in a timely manner. Conduct service in a courteous and professional manner. Monitor and analyze incoming data on incoming Telco lines. Contact dispatcher promptly with completed service codes and times. Test, install, and maintain all versions of MSLC owned terminals, vending, self-service equipment and wireless communication equipment in sales agent locations. Maintain good customer/vendor relationship with Sales Agent. Perform preventative maintenance of equipment in the field as directed by Service Manager(s) or Service Supervisor(s). Record daily repair activities on all service calls and ensure accurate records. Maintain an accountable inventory of all state issued equipment. Maintain spare parts and repair tools as assigned by providing the necessary care and safety. Avoid loss, neglect, damage and/or abuse of parts and tools. Assist the Manager/Supervisor in fulfilling parts requests from service technicians and provide coverage in their absence to ensure continuity of operations. Support site assessment and preparation activities , including layout planning, material staging, and cleanup at the regional office and agent sales locations. Install, route, terminate, and test a wide range of cabling systems, including but not limited to low-voltage, data, coaxial, and power-related wiring , in sales agent locations. Perform repairs, maintenance, and upgrades to existing cable and wiring to MSLC equipment. Use authorized communications equipment and follow the Service Department's reporting and equipment inventory processes and procedures in a timely manner. Diagnose, repair and install all authorized MSLC equipment, as directed by the Service Managers. Recondition and refurbish equipment removed from the field, including inspection, cleaning, repair, replacement of components, and testing to ensure functionality and readiness for redeployment. Adhere to all departmental policies, procedures, and established protocols to ensure consistency, compliance, and operational integrity. Safely operate tools, equipment, ladders, and lifts while adhering to all safety protocols and job site requirements . Ability to work independently in the field with minimal supervision, including responsibility for opening and closing regional office locations in accordance with established procedures. Maintain a commitment to continuous learning, including training on new and emerging equipment, technologies, and systems as advancements occur. Maintain a valid drivers' license. Travel across the Commonwealth, as needed Physical ability to lift and carry up to 50 lbs. Physical ability to stand for long periods; climb stairs, ladders, crawl, push and pull equipment weighing up to 50 lbs. Performs related duties and special projects assigned to support departmental and agency operations.

WORK SCHEDULE

4-Day rotating schedule, 8:30 a.m. - 7:00 p.m., includes some Saturdays as part of the regular rotation

SALARY RANGE INFORMATION

For external applicants who are not current employees of the Massachusetts State Lottery Commission (MSLC), the non-negotiable starting salary for this position is $74,371.58 (Job Grade 21/Step 1). For current MSLC union employees, the starting salary for this position will be calculated using union promotional rules. The Massachusetts State Lottery Commission is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Qualifications: PREFERRED QUALIFICATIONS Ability to diagnose, repair, and or replace MSLC equipment. Counsel sales agents by phone on simple service issues and be proficient in-service call entry and dispatch through the MSLC software/systems. Ability to communicate in a professional, courteous manner coupled with the ability to establish and maintain a harmonious working relationship with the general public, sales agents, and fellow employees. Knowledge of electronic, mechanical components, and repair procedures of all MSLC equipment. Knowledge in field service, technical support, or cabling/wiring installations in a commercial or retail environment. Knowledge of test and repair equipment associated with repairs of all MSLC equipment. Demonstrated experience troubleshooting hardware, software, and network connectivity issues, with the ability to identify root causes and implement effective solutions. Ability to maintain accountable inventory records. Ability to work under pressure, deal tactfully with irate sales agents, technicians, and telephone repair technicians. Experience supporting or adapting to emerging technologies and evolving field equipment in a dynamic operational environment. Forklift certification or experience with warehouse equipment. Must be willing to work flexible hours and/or overtime if necessary. Customer service experience, including handling inbound telephone inquiries, is preferred. Demonstrated record of excellent attendance and reliability. State Lottery Commission