Field Service Engineer

5 Months ago • All levels

Job Summary

Job Description

The Field Service Engineer is responsible for customer satisfaction by providing installation, support, and technical service for slot machines and related products. Responsibilities include installation, troubleshooting, repair, and de-installation of gaming machines, signs, and controllers. The role involves coordinating installations, scheduling service activities, providing customer support (training, parts advice, preventative maintenance), and liaising with customers and management. The engineer monitors service activities, escalates issues, and reports on trends. Additional duties may include ad-hoc tasks as assigned by management. The position requires extensive travel and may involve working extended hours and on-call responsibilities.
Must have:
  • High school diploma or equivalent
  • Problem-solving skills
  • Excellent communication skills
  • Ability to work independently and as a team
  • Working knowledge of digital electronics
  • Familiarity with networking technologies
  • Ability to lift heavy objects (minimum 23kg alone, 110kg with assistance)
Good to have:
  • Electronics qualifications
  • Industry-related experience
  • Professional training courses or industry certifications
  • Understanding of Microsoft Office Suite
Perks:
  • Robust benefits package
  • Global career opportunities
  • Flexible hybrid work model

Job Details

This position is responsible for customer satisfaction while performing installation, support, and ongoing technical service in the field for various types of slot machines and related products.  Individual is committed to the mission and principles of Aristocrat and the Customer Service organisation.

What You'll Do

  • Install, convert, troubleshoot, repair and / or de – install as necessary Gaming Machines, Signs, and gaming controllers.
  • Responsible for the coordination of all installations and visitation schedules in conjunction with the Dept Head. Pre-plan, schedule and perform services activities assigned to geographic territory. 
  • Provide direct customer support for training, parts purchasing advice and preventative maintenance programs.
  • Provide assistance to customers by telephone or in person regarding technical challenges and reports on trends, needs and service challenges to keep management informed.
  • Liaison with customer representatives and management regarding product performance, service or installation scheduling, training, and operational issues. 
  • Monitor service activities and service case escalation to ensure actions are taken to resolve the customer problem(s).
  • To carry out any other reasonable duties that may occur on an ad hoc basis and/or requested by management.

What We're Looking For

Qualifications

  • Have a High School Diploma or equivalent.
  • Electronics qualifications preferred
  • Industry related experience preferred.
  • Demonstrate problem resolution skills and the ability to learn.
  • Successfully completing professional training courses or industry certification, if applicable.
  • Understanding of all Microsoft Office Suite products.
  • Must have excellent verbal and written communications and customer service skills
  • Must be able to read, write, speak, and understand English.
  • Must be able to work independently and be team orientated.
  • Working knowledge of Digital Electronics
  • Familiarity with networking technologies and troubleshooting.
  • Must be organized, detailed, goal and results driven.

Personal Attributes we are looking for

  • Individual should have strong communication skills.
  • The ability to interact with all levels of management.
  • Must be able to follow direction when given a task from a Department Head or designee in charge of install.
  • Build customer advocacy for Aristocrat Products and Service by setting the standard in the gaming industry.
  • Must be able to travel with little or no notice, potential extended periods and must be able to travel by air any day of the week within EMEA.
  • Must be willing to work extended hours, on call for dispatch and variable work shifts.
  • Must be able to work in a fast paced environment and handle several tasks at one time.
  • Must be able to do a 2 man lift of 110k game onto stands, minimum 23kg lift alone.
  • Self-motivated and self-disciplined.
  • Creative, positive and a forward thinker.
  • Must be able to obtain a gaming license in all our approved gaming jurisdictions., Nevada Gaming Control Board, a passport and a valid driver’s license with a clean driving record.
  • Must be able to maintain confidentiality of information regarding the company, product, and employee information.
  • Maintain proper grooming and uniform/dress code.
  • Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.
  • Follow all lawful employer safety and health rules.
  • Wear and/or use Personal Protective Equipment, when and how instructed.
  • Report hazardous conditions to management.
  • Report any job-related injury or illness to management and seek treatment promptly.

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

  • World Leader in Gaming Entertainment

  • Robust benefits package

  • Global career opportunities

Our Values

  • All about the Player

  • Talent Unleashed

  • Collective Brilliance

  • Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 25%

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About The Company

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming),social casino (Product Madness)and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission tobring joy to life through the power of play.For further information visit the Group's website at

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