Product Support Specialist

Arrow International, Inc founded in 1967, is the world's largest manufacturer of charitable gaming solutions. With over 1,300 employees worldwide, Arrow International provides profit-generating entertainment solutions to thousands of charitable gaming venues. Headquartered in Brooklyn, Ohio, Arrow International operates four manufacturing facilities in four countries and numerous distribution centers across North America.
Arrow was founded on the principles of maintaining the highest standards of integrity, excellent service, and quality products. This commitment has allowed us to strengthen our position as the industry leader and ensure that we never lose sight of our most valuable assets, our people. We strive to promote a culture of growth and success, for our business as much as our talented team members. We believe this commitment will allow us to continue to provide an engaging environment where our people thrive. We are currently seeking a talented individual to join our E-Gaming team as a Product Support Specialist.
SUMMARY OF ESSENTIAL FUNCTIONS

• Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
• Responsible for logging service calls in Salesforce and recording related pertinent information.
• Dispatches calls to field engineers when on-site repair activity is required and approved by management.
• Ability to work through calls with above average first call resolutions.
• Work closely with distributors on parts orders, RMAs, and technical assistance.
• On-site installations and support required when needed. Overnight travel on a needed basis.
• Assist customers on the configuration and programming of Arrow equipment.
• Assist Systems Integration on the configuration and programming of Arrow equipment.
• Assist Systems Integration with testing and repair of PC and networking-based equipment.
• Assist Production on the configuration and programming of Arrow equipment.
• Technical training on Arrow equipment for distributors and new employees.
• Demonstrate Arrow equipment for customer visits.
• Assist with writing and reviewing technical manuals and web updates for new equipment.
• Exceed customer satisfaction objectives as outlined by Arrow management.
• Recommends and executes appropriate solutions in a timely manner.
• Responsible for promptly following up with customers when needed.
• Will be required to cover after-hours support calls as part of a weekly rotation.
• Other duties as assigned by management.

PREREQUISITES

• Minimum of 3 years training or commensurate experience in electronic and PC technologies.
• Strong support knowledge of Windows Active Directory, Networking, Windows Servers and SQL.
• Strong analytical skills.
• Ability to read schematics and technical manuals.
• PC, mechanical and electrical aptitude.
• Excellent written and verbal communication skills.
• Strong customer relations and phone skills.
• Must be self-motivated to work independently without direct supervision.
• Effective planning and organizational skills to efficiently manage time and call load.
• Competency in various software applications including MSOffice.
• Experience with Proprietary software a plus.
• PC applications support experience.

PREFERRED

• Previous help desk experience.
• Prior experience in supporting electronic gaming devices.
• Certification and 2 or more years of commensurate experience in network technologies.

WORKING CONDITIONS

• Travel is required on an occasional basis; may be extensive at times.
• Position is exempt.
• Overtime and standby availability are required.
• Office is a non-smoking facility.

EDUCATION

• Associate degree in Computer Technologies or equivalent experience

Arrow International, Inc. is an Equal Opportunity Employer. It is the policy of Arrow International, Inc. and all of its subsidiary companies and affiliates to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information or any other characteristic protected by law. Arrow International prohibits any such discrimination or harassment.
Qualified MILITARY VETERANS are welcome and strongly encouraged to apply.