Field Support Engineer

1 week ago


Louisville, Kentucky, United States Arrow International Inc Full time
Job Overview

Arrow International Inc. stands as a premier manufacturer and distributor of charitable gaming solutions. Our extensive product line includes both consumables and cutting-edge electronic gaming devices, catering to a diverse range of social and gaming venues globally. We are dedicated to fostering a dynamic work environment that prioritizes exceptional talent and innovative product development.

Key Responsibilities

  • Diagnose and resolve software and hardware issues efficiently, adhering to established performance metrics.
  • Log service requests and maintain accurate records in Salesforce.
  • Provide remote support via phone when not traveling.
  • Escalate complex issues to the appropriate support specialists as necessary.
  • Timely escalation of support concerns to management.
  • Achieve above-average first visit resolution rates.
  • Collaborate with distributors on parts orders and technical inquiries.
  • Conduct on-site installations and provide support, with travel requirements potentially exceeding 75%.
  • Assist clients with the configuration and programming of Arrow equipment.
  • Deliver training to distributors and customers on Arrow products.
  • Meet and exceed customer satisfaction targets as defined by management.
  • Recommend and implement effective solutions promptly.
  • Follow up with customers as required.
  • Work effectively from home, ensuring access to high-speed internet.
  • Perform additional duties as assigned by management.

Qualifications

  • Associate degree in Computer Technologies or equivalent experience.
  • A minimum of 3 years of relevant experience in electronic and PC technologies.
  • Knowledge of SQL, Windows Active Directory, Networking, and Windows Server.
  • Strong analytical and problem-solving skills.
  • Ability to interpret schematics and technical documentation.
  • Proficiency in PC, mechanical, and electrical systems.
  • Excellent written and verbal communication abilities.
  • Strong customer service and telephone skills.
  • Self-motivated with the ability to work independently.
  • Effective organizational skills to manage time and workload efficiently.
  • Competency in various software applications, including MS Office.
  • Experience with proprietary software is advantageous.
  • Background in PC applications support is preferred.

Preferred Qualifications

  • Prior field support experience.
  • Experience in supporting electronic gaming devices.
  • Familiarity with bingo gaming.
  • Certification and experience in network technologies is a plus.

Work Environment

  • Frequent travel is required, potentially exceeding 75%.
  • Availability for overtime and standby duties is necessary.
  • Work may be conducted in various settings, including gaming venues.
  • Physical tasks may include lifting heavy equipment and climbing.
  • Flexibility to work various shifts and weekends as needed.


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