The Field Technician is responsible for planning and executing technical services in the field. A focus on customer service, exemplary project execution, organizational skills as well as first rate customer satisfaction are primary requirements for this position. Upholding the R2 Gaming customer centric philosophy and service levels is the key goal and mantra for this position. This customer-facing role will require an individual who can be the face of the organization. This is a part-time contract position with the potential to transition into a full-time role based on performance and business needs.
This role requires a multi disciplined individual who is willing to adapt to meet business needs and exceed customer expectations.
Duties and Responsibilities:
- Serves as customer contact on technical and service-related issues by addressing inquiries and resolving issues related to gaming equipment in a professional and timely manner.
- Provides technical support to customers – helps customers to resolve issues over the phone or on site. order/replace the faulty parts to resolve field related issues in a timely manner. Provide documentation to customers as needed.
- Responsible for the proper maintenance, repair and installation of Casino equipment and ensure all equipment and repairs comply with regulatory standards and internal policies.
- Performs advanced troubleshooting to identify, resolve, and provide analysis on products. Educate customers on game functionality
- Perform regular preventative maintenance and equipment upgrade on gaming and related equipment.
- Plan, execute, and close field projects with great accuracy, attention to detail
- Proactively communicate project planning and status to all stakeholders
- Utilize and maintain all service records and project documentation in the R2 field service CRM
- Able to obtain and maintain licensing with regulatory bodies, such as the Alcohol and Gaming Commission of Ontario (AGCO)
- Diagnose, upgrade, and repair electronic sub-assemblies and peripherals at the component level.
- Willing and able to travel across Canada with little notice, potential extended periods and must be able to travel by air any day of the week
- G or equivalent licensed with clean record and own transportation
- Manage and track parts inventory to support equipment in the field and depot repair. Support the Depot department as required
- Other duties as required to support current or new business ventures.
Qualifications:
- Experience: Proven experience as a Field Service Technician or in a similar role, preferably within the casino or gaming industry.
- Technical Skills: Strong knowledge of gaming machines, slot systems, and electronic equipment.
- Problem-Solving: Exceptional troubleshooting skills with the ability to resolve issues efficiently under pressure.
- Communication: Excellent verbal and written communication skills; proficiency in French is highly preferred.
- Flexibility: Ability to work irregular hours, including evenings, weekends, and holidays, as required by casino operations.
- Education: High school diploma or equivalent; technical certification or degree in a relevant field is a plus.
Preferred Qualifications:
Fluency in French and English.
R2 Gaming is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Types: Full-time, Permanent
Pay: $25.00-$35.00 per hour
Work Location: In person