Job Title: Casino Service Technician (Travel Required)
Department: Casino Operations
Reports To: Director of Field Services-Casino
Status: Non-Exempt
WHO WE ARE:
We are Valicy.
We make games. We also make the machines they run on.
What we're building matters. How we treat people matters more.
OUR MISSION:
We exist to create excellent gaming experiences, treat our customers the way we want to be treated, and positively impact people's lives through a culture of care.
Seven values guide how we work. We call it our FIGHTER mindset:
Fun: Enjoy the journey together
Innovative: Consistently pushing new boundaries through creativity
Growth: Committed to growing personally and professionally
Humble amp; Passionate: It’s important to be both
Teamwork: Built on trust, healthy conflict, commitment, accountability, and results
Excellence: Pursuing high standards in everything we do
Relational: Building trust and relationships with customers and teammates
If this is the kind of place you've been looking for, let's talk.
SUMMARY: The Casino Field Service Technician position is a service technician and relationship-focused role with daily travel within a designated territory. The Casino Service Representative will perform preventive maintenance to all machines to ensure they are functioning accurately, troubleshooting and repairing games and associated systems when a malfunction occurs.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
RESPONSIBILITIES:
● Understand company Mission, Vision, and Values and be an ambassador of MVV.
● Troubleshooting:
● Install, configure, troubleshoot, and update our cutting-edge products at various casino locations.
● Ensure optimal functionality of Electronic Gaming Machines (EGMs) through diagnostic exams, software configurations, and hands-on testing. Diagnose and resolve any tech-related issues promptly and efficiently.
● Swiftly document incident reports and maintain meticulous maintenance records in accordance with our guidelines, ensuring clarity and precision in every entry.
● Consistently update and manage daily/weekly technical logs, keeping a keen eye on the details.
Customer Focused:
● Deliver exceptional customer service with a positive attitude.
● Responsible for keeping current clients satisfied and delivering exceptional customer service.
● Be the primary point of contact and build long-term relationships with customers.
REQUIREMENTS:
● Minimum age of 21; must possess a valid driver's license and the ability to secure and maintain necessary gaming licenses (assistance provided).
● Ability to obtain a Gaming License or Vendor Technician License through the Tribal Gaming Commission (extensive background check)
● 1+ year(s) of experience configuring, testing, or repairing electronic equipment or a combination of experience and relevant certification.
● Strong interpersonal skills, including the ability to influence others.
● Excellent oral and written communication skills to be highly communicative and responsive.
● Strong troubleshooting skills with an understanding of network connectivity. Proficiency in the safe and appropriate use of hand and power tools.
● Able to lift, maneuver, and transport heavy machines (up to 400 lbs), with supportive equipment.
● Proficiency in windows, using CRMS, (Hubspot, NetSuite) for data entry and documentation tasks.
● Capability to oversee conversion projects or setups with minimal to no guidance. Commitment to upholding exemplary customer relations, both internally and externally. Willingness to work flexible hours, including overtime, weekends, on-call, evenings, and holidays.
● Availability to travel to multiple states at any time within our network; up to 75% travel required.
Strongly preferred:
● Casino industry background.
● Experience in land-based gaming.
● Has the ability to effectively work in a remote environment to fulfill your role on the team.
● Able to analyze and interpret floor map schematics.
● Basic electrical and networking knowledge.
WORK ENVIRONMENT: This role is primarily field-based and requires regular travel to customer casino locations. Employees will work directly with customers in a fast-paced gaming environment, providing exceptional service while representing the company professionally. Flexibility to travel in and out of state will be required via car or plane, including overnight stays and weekend work as business needs require, may be necessary.
This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed.
