field service technician

field technician

data center technician

bench technician

senior field technician

Scientific Games

At Scientific Games I was a technical Support Representative. Scientific Games is a lottery contractor. We had contracts with anywhere from 13-15 states during my time there. Lottery retailers would call in to our call center to report issues with their equipment, for example a doc scanner used to scan playslips would not be reading or their screen was blank and therefore was not able to operate their system. My job was to troubleshoot with the retailers over the phone, walking them though steps to get them to repair their machines over the phone. If a retailer refused the help or was not successful in following instructions, or if for some reason what was asked of them to do did not work, it was then my responsibility to dispatch a technician to their location so that the lottery equipment could be fixed in person. I learned a great deal about how technology works in that role. I learned how to prevent technological issues as well as how to solve them. Sometimes it could be as easy as cleaning an old piece of equipment, other times the systems would have to be re-calibrated or rebooted. There were many issues and many more solutions that we had to experiment with to solve those issues. I always found management supportive in me expanding my knowledge of their systems to better accommodate the retailers. we had every model of lottery machine and lottery vending machine in our call center so that we would be able to walk through the steps with retailers while we had them on the phone. It made it much easier to perform the job as I was always seeing exactly what they were seeing. I liked most of my coworkers. It was not a particularly social environment though. Most of my coworkers were heavily focused on work and did not like to talk about anything that was not work related. The hardest part of my job was dealing with irate retailers who wanted their systems back up and running so they could continue to earn money from lottery sales but refused to troubleshoot over the phone. Troubleshooting is the most time effective option whereas getting a technician depends on availability, workload, and geographic location. I would try to convince retailers that they would have their systems back up and running faster if they were to follow some steps with me over the phone. we were evaluated performance wise on our ability to get retailers to troubleshoot over the phone and successfully repair their systems over the phone. The goal was an 85% success rate. I routinely scored between 90 and 93%. The most enjoyable part of my job was success, getting the job done right. I like becoming good at something and learning the ends and outs of all our machinery. It made me feel proud to be able to help retailers fix their issues within a timely manner so that could go back to selling lottery as soon as possible.

I've worked with this company for officially 1 year now, as of 6/4/2019.

I can confidently say that I enjoyed working with the company for the first 4 months. Then after that, I was able to get a clear picture of how Management treats their underlings, and how much they're paid & given bonuses in comparison to the workhorse of the entire company, the production floor Assemblers & Material Handlers.

This company is striving to be ALL SHOW, while attempting to hide their most important processes, and most prominent and hard working workers. They prefer clean, non-scratched, glossy painted floors over improved Hardware, safer working conditions, and increasing overall production times.

As of last year, December 2018, the company (Las Vegas, Nevada) has been going through a MAJOR warehouse re-design. Which was intended to completely overhaul overall production times, and increase revenue. But instead, has DRASTICALLY DECREASED, overall production times, and has lost 15+ employee's that have been with the company for YEARS (4+ Years) since before the re-design.

Management will absolutely refuse to listen to public opinion, and puts new things into actions on a moments notice without anyone knowing or even having an opinion on before hand. They will attempt to show that they're open to improvements and opinions, ideas and suggestions, but will instead tell you that "You need to tell us what's wrong!" or "Try your best" instead of creating newer solutions. 

Not to mention that Management will do everything in their power to provide the Production floors the absolute BARE MINIMUM, of ANYTHING. Meaning old 2008 Dell computers, low quality Internet speeds which the ENTIRE warehouse runs off of, and worst of it all; they won't even applaud you for working hard as you do, but will always instead shame you for messing up once. Regardless of the fact that the entire production floor just completed ~4,500+ games within 3 weeks.

- Horrible pay. Salaries are not at all competitive; expect to be making far less than MANY unskilled and entry-level positions in the area, even after factoring in overtime compensation. Yearly raises and cost-of-living salary increases are likewise awful; less than 2 percent even with outstanding evaluations.

- Work/life balance is entirely non-existent. The entire operations department has horrible turnover, which means mandatory overtime, which means very little time off. Couple this with a pittance of PTO and an oppressive attendance policy; you will spend more time here than you do at home.

- PTO and Attendance policies are miserable. You receive a tiny PTO package when starting that will not increase until after your 5th year of service here. You receive absolutely ZERO sick time. Medical or family emergencies will get you written up; no exceptions are made. Half of the department is constantly on the edge of termination. You will be sick constantly due to co-workers being FORCED to come into work while sick.

- Communication from management is inconsistent at best and non-existent at worst. Policies and procedures are changed constantly with little no no warning. You will be called into a meeting with management over a pile of mistakes you were not made aware of dating back several months. You will be written up for mistakes that your co-workers make. Training procedures change every time someone new is hired. You will be expected to do work that you have not yet been trained to do.

- Health benefits are inconsistent from year to year. Plans and providers are constantly changing; don't get used to your doctor being in-network for very long.

- You will receive no acknowledgement or bonuses for doing well; you will be the first to be thrown under the bus when things go wrong.

Shift starts with Lead meetings with the Senior Lead as leads create schedules/line-ups for the line employees. Shift starts and leads have a meeting with employees to let them know what games are being ran and how to run the games. The lead then supervises the production lines and processes to make sure the lines are running efficiently. 

I learned a lot as a production lead. Mostly of what not to do as a manager. There were no developmental programs or managerial classes that would help leads be better managers/supervisors of employees. In most cases all management cared about was the production numbers, not so much about the employees. 

My co-workers were okay to work with, but not a lot of managerial experience. So there was a lot of "favoritism" issues and accountability issues amongst leads. It made it extremely difficult for leads who did try to hold employees accountable. 

The hardest part of the job was knowing that management didn't really care about the employees and didn't have any plan for developing leads for other managerial opportunities. 

The most enjoyable part of the job was working with people from different walks of life. The challenge of motivating each individual employee to do their very best that night was also enjoyable.

Work here is VERY routine, repeating a schedule almost identically every week. This position is one of being as consistent and robotic as possible most of the time, and being prepared to handle any number of critical things going wrong without notice, requiring you to be alert at all times for anything deviating from what's normal.

The workplace culture is that of maintaining compliance with the customer's (sometimes arbitrary) demands at all times, but management helps out greatly with this.

The isn't a lot of room for advancement here. While they will allow you, to an extent, to utilize company resources to further your education on downtime, they do not provide any direct assistance or encouragement for this purpose. Advancement opportunities at this site are strictly based on someone else leaving and their position opening up, there are occasionally opportunities for those willing to move to a different state/country.

The hardest part is the under-staffing, numerous people, including managers are heavily overworked, and they would do well to hire a few additional people, because as nice as the saying is, you can't actually give 110% of your time to something, and burnout is always around the corner for some people. However the people working there are very pleasant, and the few issues I had in my time there were resolved quickly and satisfactorily.

The pros are you get paid well for the amount of work you do and security of the position is guaranteed. Otherwise, almost everything else related to the position is a con. The job lacks a consistent technical aspect and you will generally not be given the opportunity to do much unless you jump through hoops to prove you are trustworthy. The reason for this is because the position has extremely high turnover. Many new hires to this position are seemingly not properly screened on their knowledge during interviews and are frequently fired within six months because of incompetence or lack of professionalism. Management is extremely poor. They range from either being clueless on our most basic tasks or micromanage as if everyone is incompetent regardless of how long someone has been in the position for. In addition, management will often push most of the work onto one or two of the  most experienced people on a shift, causing the others to have no opportunity to learn anything outside of the minimum work and creating problems for the shift later on. Communication is nonexistent and expectations are often unclear. Yearly raises are extremely low and promotions to a higher tech levels rarely if ever happen. Benefits are about average.

The actual job itself, going to retailers and fixing lottery machines along with being 100% unsupervised was the best part.  It was fun to see all different parts of Colorado while on this job.  It was very rewarding in some aspects by helping retailers and developing good professional and working relationships with them.   

However, inexperienced management was showed a lot of apathy toward contract retention.  For a Service and Delivery company, there were absolutely "zero" service meetings.  No team building, no incentives, no encouragement from the managers to help the Technicians whatsoever.  In other words, poor training and thus poor service.  Low pay, poor treatment and no real job security.

This company seems to be based on the "good 'ol boy and buddy system."     

Unless you are "brown noser" there is no advancement.  Very hostile working environment.  A lot of unnecessary gossiping by the front office and back stabbing.  

Their Human Resources Department was very lackadaisical and lacked in Internet Security processes and procedures.  Their favorite saying was "sorry, it just fell through the cracks."   

Wouldn't recommend this job if you live in Colorado.  

The Benefits--Medical and Dental were good.  Their checks never bounced.  












'

Management within technical and repair operations do not know what they are doing. The company and dept takes on whatever it feels like it can do to make $$$$ for this company that has been corporately Raided within the last year! It has taken on a HUGE DEBT to merge with 3 other companies while at the same time has reduced employee benefits and compensation to the very hard working staff that has to deal with current supervisors ridiculous statements on why production and repair is not getting done to meet the financial demands of the company because it's the supervisors job to help get parts and support to meet these demands which they have no idea how to do! Poor communication with management or none at all on what needs to be done to get repairs done and in a timely manner. No support from management when employees try to give technical suggestions on how to do certain complex jobs correctly. When asked,management just goes on and does whatever it thinks it should do to get work done which it doesn't! 
I have never in all the places worked seen more upper,middle management jumping ship than this company in the last 2 years. Too many reasons to mention here!!!! Could not be worse than being on board the Titanic!!

Working with highly professional employees, who have developed skills and positive attitudes, team players supporting the common goal of providing safety to the general public during large events while the company simulcasted the Kentucky Derby, Preakness, Belmont Stakes and the Breeder's Cup. Skilled employees effortlessly worked in making the patrons experience the best that horse racing, dog racing and jai-alai can offer. Although, midway in my security career, I can honestly aver the hiring process was fundamentally flawed, too many newly hired employees didn't possess the aptitude to perform basic security skills, i.e. telephone protocols, computer skills and incident/accident report writing. Thus even endless attempts to train (or retrain) them was a futile endeavor because of the initial oversight. Before my lay off notice, we had the best security department only because our new Security Site Supervisor listened to our needs and allowed me to conduct a hands-on training method, which greatly improved their learning capabilities. Sadly, the entire security department was eliminated by the new company president, who retitled Security to Guest Relations and cutting salaries, hours and benefits.

I have worked here for quite awhile and from the effort and time that I have put into this company professionally and personally, I have received virtually zero recognition or compensation for my efforts. Personal projects I have done to benefit the team have been swept under the rug or even acknowledged and credited to others in as much as authorships of documents being changed to someone else's name and then refusal to acknowledge my efforts in evaluations. My compensation has increased by less than $3/hr in the five years I have been there. We have received zero cost of living adjustments and the largest raise I have received was when the company increased their starting salary. New employees started at the exact same wage as those who have been with the company for 5-7 years and zero adjustments were made to compensate for the difference so, basically, after 5 years, I jumped right up to starting salary. Aside from those parts, the work is fun, the people are nice, and the pace is exciting.

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