Field Service Tech II - Canada

About the role

In this role, you will be responsible for the installation, maintenance, and troubleshooting of IGT gaming and paytech equipment across the Vancouver area. Your expertise will ensure that gaming systems operate smoothly, enhancing the overall player experience.

You will work independently while collaborating with customers and internal teams to resolve technical issues. Success in this position requires strong problem-solving skills, effective communication, and a commitment to customer service, all within a regulated environment.

Who this role suits

• Candidates should have a background in customer service and technical equipment repair.
• Individuals who can work independently and possess strong communication skills will thrive.
• A collaborative mindset and the ability to prioritize tasks are essential for success.
• Willingness to travel and adapt to varying work schedules is important.

From the employer

• Stage, transport, configure, install, maintain, troubleshoot, upgrade, and remove IGT gaming, paytech equipment, and related systems at IGT facilities and customer locations throughout the Vancouver, BC service area.
• Configure, install, remove, upgrade, convert, and perform preventive maintenance on gaming, paytech equipment, and related systems.
• Test hardware, firmware, system interfaces, and network connections to ensure proper operation.
• Troubleshoot and diagnose equipment issues and perform repairs to restore equipment to proper working order.
• Respond to customer service calls and communicate status, progress, and resolution clearly and professionally.
• Maintain accurate service records, parts usage, work-order updates, and activity reports.
• Provide customer support and technical guidance as required.
• Work independently to diagnose problems while collaborating with customers and internal support teams to resolve technical issues.
• Maintain knowledge of the assigned service territory, customer locations, escalation paths, and service expectations.
• Follow customer-site, regulatory, security, and health and safety requirements, including required PPE and WHMIS practices where applicable.
• Complete required technical, product, safety, compliance, and ongoing training.
• Participate in job shadowing, field coaching, and other training activities to develop proficiency with IGT equipment and Field Services procedures.
• Travel throughout the assigned territory, including overnight stays and multi-day trips, as required to support customer and operational needs.
• Participate in a planned on-call rotation and work evenings, weekends, and overtime when required. The regular schedule is Monday through Friday, day shift.
• Perform other related duties as assigned.

• Two (2) to four (4) years of experience in a customer service-related position.
• Two (2) to four (4) years of hands-on experience troubleshooting and repairing technical equipment.
• Strong verbal and written communication skills, including the ability to explain technical issues and accurately document service activity.
• Strong collaboration and interpersonal skills.
• Strong planning, organization, and prioritization skills.
• Ability to work independently, diagnose problems, and communicate effectively with customers and internal support teams.
• Ability and willingness to travel, including overnight stays and multi-day trips, as required.
• Must possess a valid driver's license and maintain a driving record that meets company requirements.
• Experience with gaming, lottery, telecommunications, computer, electronic, or electromechanical equipment preferred.
• Knowledge of AC/DC electrical fundamentals preferred.
• Ability to read wiring diagrams or technical schematics preferred.
• Experience with Ethernet, wireless, fiber optic, or telecommunications connections preferred.
• Experience troubleshooting equipment to the component or circuit level preferred.
• Familiarity with work-order, inventory, or service management systems preferred.
• Experience working in a regulated or compliance-focused environment preferred.

• IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve.
• Employment and continued employment are subject to IGT obtaining all required gaming and/or security clearances. The selected candidate must successfully meet applicable reference and background-check requirements. Any job-related fitness assessment will be conducted in accordance with applicable law.