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Form of workJob Description
Job Title: Casino Service Technician/Sales Representative
Department: Casino Operations
Reports To: Lead Field Service Tech
Status: Non-Exempt
WHO WE ARE: Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having more than 400 employees located in seven states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products has solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States, and was recently honored with a Glassdoor Employees’ Choice Award. Glassdoor ranked Grover Gaming Number 2 in its Best Places to Work list in 2022 among companies across the US with less than 1,000 employees. Our company strives to support local communities and has helped raise over $500 Million for charities through its partnerships in charitable gaming markets.
SUMMARY: The Casino Service Representative position is a service technician, sales, 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 represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
RESPONSIBILITIES:
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).
- 1+ year(s) of sales experience.
- 1+ year(s) of experience setting up, 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.
- Willingness to work flexible hours, including overtime, weekends, evenings, and holidays.
- Strong troubleshooting skills with an understanding of network connectivity.
- Proficiency in the safe and appropriate use of hand and power tools.
- Able to lift and transport heavy equipment (up to 50 lbs) frequently.
- Proficiency in Excel 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.
- Availability for travel to different facilities within our network.
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. The inclusion of those duties would not alter the overall evaluation of this position.
