Do you enjoy learning new things and growing your technical skills? We're looking for you! Come join Konami Gaming's Field Service team and learn from the best in the field. We are looking for a Field Service Technician in the Las Vegas area to join our team!
This position represents Konami Gaming Field Service to our customers and is responsible for repair, installation, removal, preventive maintenance and conversion of approved KGI gaming products. Provides on-site training to customers on game functionality and operation. Upon the request from management, may mentor less experienced personnel with Superior approval.
The pay range for this role is $21-$27 hourly depending on experience.
What will you be doing?
Installation and Repair
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Is responsible for delivering high levels of service activity related to (installations, service calls, conversions, PMs, removals) on KGI gaming products within an assigned territory.
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Supports lead technician and participates with assigned tasks to be performed as related to Large Game / multi-tech, game product service activities.
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Solves semi-complex and routine customer related issues in resourceful and effective ways
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Participates in major product installations and conversions for 25 or more games
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Ability to participate in receiving on the job (OJT) training on all Konami gaming products.
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Participates in setup of KGI products for trade shows and installations/special projects as requested.
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Escalates simple to complex customer issues that cannot be addressed within a reasonable amount of time (dictated by SLA definitions)
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Travel to other assigned territories to participate or lead with the service activity related to (installations, service calls, conversions, PMs, removals) on KGI gaming products
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Performs the removal of Konami equipment which includes the loading and securing of equipment on trucks from customers location
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Performs the unloading of Konami equipment from trucks for the purpose of delivery and or installation
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Perform Casino Site inspections and courtesy checks
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Responsible for maintaining assigned vehicle as it relates to inspections, maintenance and cleaning for Konami Service Fleet equipment
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Can participate in new product reviews
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May get involved in new product rollout for either Beta and pilot installations.
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May be involved with new product pre-site evaluations.
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Is responsible for completing Service Tickets with a focus on accuracy and timely submission
Recordkeeping
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Completes timely and accurate accounting of service tickets utilizing both mobile and manual service tickets.
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Ensures accurate accounting of part usage
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Responsible for maintaining accurate inventory of equipment within assigned warehouse inventories; coordinates with customer solutions to replenish parts as they are consumed.
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Part management - responsible and accountable for managing assigned service warehouse inventory items. Participates in periodic inventory counts to ensure warehouse accuracy.
Customer Service
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Participates with on-site training to KGI customers on platform options and functionality including training on the setup and configuration of Konami progressives.
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Maintains a positive image of KGI within the industry by providing exceptional and professional service to both internal and external customers.
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Provide onsite support for casino openings and expansions
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Through handling customer service activities, interactions and solving problems, participation with completion of assigned projects, contributes to the achievement of Customer Service Goals providing exceptional customer service that differentiates KGI from its competitors
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Provides indirect feedback to Service management surrounding Serviceability of existing products.
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Escalates complex technical issues or requests to gain cooperation at levels of mid-management
Support Activities
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Participate in: Cycle count, Year End stock take and part discrepancies
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Perform Installation of Konami System Hardware Player Tracking Assemblies
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Assist with technical refresher training to other Konami techs or personnel
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Assist with Game Technical training to casino personnel
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Participate with your team on vehicle inspection, maintenance and cleaning
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RMA room Assistance: unpack, clean, remove, repair, update, inspect and package Konami parts and equipment.
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Participate in the removal of game components from return games when required
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Perform (OEM) Other Equipment Manufacturer bracket and system installation when required for completion of game Sale Orders
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Participate with Showroom game, inspection, installation, removals, conversions, repairs, relocations and preventive maintenance
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Perform customer parts and equipment delivery when needed
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Assist with the truck loading or unloading of Konami equipment
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Drive and deliver games when required in a Konami provided
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Provide assistance or fill in when needed to the GSS support desk
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Assist with part number verification to Konami personnel and customers
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Assist with the inspection of final game builds, conversions and part orders
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Assist with Konami technical document creation
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Participate or in the sales order mockup of new game and product roll outs.
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Performs other duties as assigned.
Konami's Perks and Benefits!
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Competitive Wages.
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401(k) plan with generous company match up to 15% of your salary contributed.
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Comprehensive employee health and welfare benefits package - Health, Dental, Vision, Voluntary plans, and more!
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12 Company paid Holidays and generous Paid Time Off (PTO) with rollover.
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Tuition reimbursement program.
About Konami Gaming, Inc.:
For Players. For Operators. For Each Other.
Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation.
A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.
What skills and expertise do you bring to the job?
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Travel Percentage is high must have the ability to travel in & out of assigned territory up to 75% of work time on short notice. Employee must be flexible to the needs of the business. Ability to work nights, weekends and holidays is required.
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Mandatory: Field Service Techs drive frequently to client sites in the area and are required to have a clean Driver License that is in excellent standing with the DMV. The ability to move and lift heavy equipment within measured guidelines (75+ lbs) is required while strictly abiding to all safety policies. This position requires Gaming Control Board approval (as well as approval in other gaming jurisdictions) and must meet their requirements based on an applicant's background.
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Full time / 40 + Hours per week. Must be flexible for on-call, overtime, including evenings, weekends and Holidays as required.
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Technical field experience is preferred or a comparable combination of experience and education. Certification in Gaming-related field highly preferred.
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Typically has 2 to 5 years of experience with software or hardware problem solving
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Intermediate and above level understanding and usage of Microsoft Office products. Must have a competent level of PC knowledge. Must be able to communicate professionally and efficiently (verbal and written) with all levels of the business. Must be able to obtain and retain gaming licensure. Clean driving record is required.
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Servicing Gaming Slot Machines
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Electronics knowledge
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Electro-mechanical assemblies
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Advanced troubleshooting skills
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Has advanced written communication skills in the English language.
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Have advanced verbal communication skills using the English language.
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Has advanced customer service skills including: Listening skills, ability to empathize with customer, sensitivity to delivery tone and how to communicate in various situations.
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Has advanced basic knowledge of many aspects of Konami’s gaming products and engineering infrastructure
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Has advanced knowledge of some Konami gaming products
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Has advanced knowledge of compliance requirements
Has in-depth knowledge of skills in the areas of:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
Considerable physical activity. Requires heavy physical work: heavy lifting, climbing, bending, kneeling, pushing, and/or pulling required of objects up to 50 pounds, and standing for long periods. May occasionally have to lift and/or move up to 75 pounds. May be required to move machines weighing up to 400 pounds using a hand truck. Must be able to walk, stand, bend, crouch, and reach. Repetitive motion using keyboard, mouse and telephone. Work environment involves situations that require following extensive safety precautions and may include the use of protective equipment. Must have valid driver’s license, be able to drive and operate a class C License motor vehicle unassisted. Must be able to stand for long periods of time, have the ability to traverse the building, job sites and work in constricted areas.
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality. Must be able to tolerate areas containing secondhand smoke. Able to work in extreme conditions, i.e.: hot, cold, dirty environment. Position can be high stress and extremely fast paced. Ability to assess situations, enter into dialogue and complete tasks. Must be able to communicate verbally, read and write in English. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
Demonstrate expertise in functional job area. Interacts with Konami Gaming Customers to identify/resolve moderate problems with KGI gaming products. Engage in continual learning and personal development. Share knowledge and feedback to contribute to the learning of others. Works to expand certification of Gaming products.
Consistently produce work that is accurate, high quality and complete. Hold self and others accountable for work and work standards. Complete work on time and within budget. Manage time effectively to achieve output and work product consistent with company and department objectives.
Proactively address problems and involve others as needed to prevent escalation. Make sound and timely decisions based on knowledge, expertise, and accurate sources of available information.
Approach and implement change positively. Modify behaviors as needed to implement change and adopt innovation. Identify opportunities and generate ideas for change, innovation, or improvement.
Responsible for delivering Excellent Customer Service and Excellent Customer Experience Knowledge of principles and processes for providing customer service. This includes customer needs’ assessment, meeting quality standards for service, and evaluation of customer satisfaction.
Maintain and optimize manufacturing equipment and systems.LV scheduling and dispatch determine majority of daily/weekly activities. Technicians are responsible for effectively self-managing balance of each day by working closely with Las Vegas dispatch and supervisor.
Ensure product and process meets quality system requirements as defined by customer specifications.
Receives, may interpret and transmits semi-complex information requiring considerable explanation or interpretation to assigned technical and non-technical audiences.
Provide exceptional onsite customer service to end users. Proactively focuses on understanding and meeting customers’ needs (internal and external). Follows up timely on complaints/questions/requests. Internal contacts are regular with individuals of moderate influence primarily within the Engineering, Quality Assurance, Training and Project Management organizations or peers in other departments.
Plan and monitor the movement and storage of materials and products in coordination with headquarters, customers, and vehicle inventories.
Knowledge of appropriate procedures and ability to use specific equipment or machines to meet defined quality and quantity standards.
Able to work independently and manage time efficiently to ensure all work is completed on a timely basis. Work is subject to regular supervisory oversight at defined project / task milestone.
Understands best practices in area of accountability and how changes in conditions, operations, and the environment will affect outcomes.
Konami Gaming is an Equal Opportunity Employer committed to diversity in the workplace. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, marital status, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
If you need a reasonable accommodation because of a disability for any part of the employment process, please call 702-616-1400 and let us know the nature of your request and your contact information.
