Engineer, Technical Service

Arrow International • Full-time • Albuquerque, New Mexico • 3w ago

Full-time

Description

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers.

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 to escalate 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 on the configuration and programming of Arrow equipment.
Train distributors and customers on the use of Arrow equipment.
Exceed customer satisfaction objectives as outlined by Arrow 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.

Requirements

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 cable, lifting heavy devices, and climbing ladders.
Available to work any shift and weekends as needed.