Lead Field Service Technician
: Job Details :

BLUBERI VALUES:

We Are the New School

Clarity and Transparency

Find It, Fix It, Own It

Standard Operating Success

Easiest Company to do Business With

It's A Team Sport

Celebrate Wins, But Never Be Satisfied

Come join our TEAM!At Bluberi, we focus on one thing: bringing the wonderful world of gaming to life. Driven by passion and supported by our dedication to new ways of thinking, we develop original gaming experiences that demand attention. Inspired by our players and love of gaming, we aim to entertain by incorporating interactive technology and electrifying imagery.Responsibilities: Customer Communications:

• Oversees the customer experience for all customers ensuring that customers are satisfied with Bluberi's service.
• Deliver the highest level of customer experience through effective communications and professional service interactions with Bluberi customers.
• Maintain contact with the customer on a regular basis while performing work on their machines, including follow-up after work is completed.

Service Activities:

• Install, setup, maintain and reconfigure gaming products.
• Leads or conducts complex technical support call resolution and evaluation of assigned customer related issues.Provides periodic onsite customer support for product installations, conversions, removals and Preventative Maintenance acquiring service knowledge of various customer implementations.
• Leads or provides technical support to other Field Technicians and oversees the diagnosis and troubleshooting of Bluberi equipment.
• Leads troubleshooting and research into customer reported issues before escalating to Level 3 support.
• Leads developing or develops advanced troubleshooting processes to increase efficiency and reduce time to repair.
• Supports and evaluates the Installation, setup, maintenance and reconfiguration of gaming products looking for efficiency improvements.
• Leads the evaluation of new hardware product releases providing constructive feedback to Product Management, Engineering departments and Field Service Teams.
• Orders replacement parts and supplies. Manages parts return to disposition location using appropriate packing materials and shipping services.
• Manages the preventative maintenance program to promote continuous operation of Bluberi equipment.
• Interacts with Customers to identify/resolve advanced problems with Bluberi products.
• Responsible for required daily paperwork, including Field service Reports, Time Sheets, Expense Reports and post installation documentation.
• Responsible for transporting, installing, and maintaining Bluberi gaming equipment, replacement parts, tools, and other equipment in an organized and structured manner.
• Oversees parts inventory and ensures that the service organization has the necessary parts on hand.
• It is highly likely that there will be long periods of driving from one job site to the next, with frequent overnight stays.
• Perform floor walk-throughs while on site at customer locations to observe Bluberi games and ensure they are fully functional and properly configured.Take appropriate actions where necessary to correct equipment operation.
• Leads the assurance that correct hardware prerequisites and software versions are installed (flashed) to affected peripherals to conduct troubleshooting.
• Perform other tasks and duties as assigned by the supervisor/manager.

Internal Interactions:

• Responds to dispatches and drives to customer locations within a specified area to repair gaming equipment and communication devices.
• Works closely with scheduling to understand upcoming customer equipment activities including installations, conversions, removals or Preventative Maintenance.Manages all travel requirements necessary to support these scheduled events.
• Communicate effectively and efficiently with Bluberi scheduling and dispatch. Accurately report service activity, arrival and departure times and problems, details, and resolutions of failures (to Dispatch or within the Service Management application).
• Work closely with Product Management, Sales, Engineering and shared with Service to provide quality feedback on specific field activities via established communication channels.
• Attend weekly meetings with the Field Service organization to listen, interact and present to team members sharing relevant information to improve Bluberi's collective service capabilities

Training:

• Deliver advanced training to new Service Technicians servicing / maintaining Bluberi equipment.
• Assist with documentation of field identified problems/repairs and distribution of service material.
• Provide short tutorials to keep service technicians up to date on field identified problems.
• Attending driver training and following Bluberi vehicle policy regarding the use and maintenance of the company vehicle. Attend continual training events and programs to maintain proficiency with servicing Bluberi gaming equipment.

Qualifications:Education Required:

• Bachelor's degree in Computer Science or relevant experience in lieu
• Technical or I.T. related training or education is a plus.
• 2+ years of project lead experience

Experience Required

• 8+ years of electronics, repair, field, or related industry experience Degree or certification in Gaming-related field highly preferred.

Licensing:

• Must be able to obtain licensing approval by tribal and/or state gaming regulators

Skills Required:

• Ability to interact with coworkers and customers in a courteous and professional manner, including problem resolution and decision making
• Must possess excellent problem analysis and troubleshooting skills.
• Must be able to climb, lift and carry equipment weighing up to fifty (50) pounds.
• Must be able to sit and drive for prolonged periods of time.
• Demonstrate dexterity when working with tools and work with moving parts and electrical current.
• May work at heights for installation of equipment, work in close quarters and/or; be exposed to inclement weather during some installations.
• Must be able to sit, stand, crouch, bend, reach, kneel, lie prone, hold, push, pull and lower as necessary
• Ability to safely use common hand tools including the following: screw drivers, nut drivers, wrenches, hammers, center punches, drills, multimeters and polarity checkers
• Ability to follow detailed written and verbal instructions and technical manuals, including block diagrams and basic schematics
• Must have a valid driver's license and be able to obtain CDL if necessary
• Have in-depth written communication skills in the English language.
• Have in-depth verbal communications skills using the English language.
• Has in-depth customer service skills including Listening skills, ability to empathize with customer, sensitivity to delivery tone and how to communicate in various situations.

Physical Demands:

• Manual Dexterity: The ability to manipulate and handle small components and parts of slot machines, including buttons, switches, and electronic components, is essential.
• Lifting and Carrying: Field technicians may be required to lift and carry heavy equipment, such as slot machines or replacement parts, which may weigh up to 50 pounds or more.
• Standing and Walking: The job often involves long periods of standing and walking, as technicians move between different slot machines or gaming areas.
• Bending and Kneeling: Technicians may need to bend down or kneel to access and repair components located at the base of the slot machines.
• Fine Motor Skills: Precise adjustments and repairs may require steady hands and fine motor skills, especially when working with delicate electronics.
• Visual Acuity: Good vision, including the ability to distinguish colors and small details, is crucial for diagnosing and repairing slot machine issues.
• Hearing: Technicians should have adequate hearing to detect any unusual sounds or malfunctions in the machines.
• Communication Skills: Clear verbal and written communication skills are necessary for documenting repairs, interacting with customers or casino staff, and providing instructions or reports.
• Climbing: Some slot machines may be stacked or positioned in high places, requiring technicians to safely climb ladders or use aerial lifts.
• Stamina: The job may involve working in noisy and fast-paced casino environments for extended periods, so physical stamina is important.
• Safety Awareness: Technicians must adhere to safety protocols, including using personal protective equipment (PPE) when necessary, to prevent injuries while working with electrical equipment.
• Driving: A valid driver's license and the ability to drive to various casino locations for on-site repairs may be required. Must be able to sit and drive for prolonged periods of time.
• Work Environment: May work at heights for installation of equipment, work in close quarters and/or be exposed to inclement weather during some installations. May be exposed to secondhand smoke.