Field Service Technician, Niagara Falls, Ontario, Canada

Full-time

Description

Arrow Games/Bazaar & Novelty is a member of the Arrow International Inc. group of companies, the world’s #1 maker of charitable gaming products, from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globe—and we’re growing fast!  

We're building a winning culture that’s all about teamwork, passion, and innovation. At Arrow, you’re not just another employee—you’re part of a high-performing team that’s redefining fun and giving back to communities.

If you're looking for a career that’s exciting, meaningful, and full of opportunity—Arrow is the place to be.  

Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region.

This is not a remote role.

Requirements

• 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.
• 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.

Experience and Education

• Community College Diploma in Electronic Diploma 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.

Requirements

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%.
• 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.
• Company vehicle provided.
• Contingent on a clear criminal background check (paid for).