Field Service Technician

JOB SUMMARY

Performs quality repair and maintenance to MSLC owned equipment assigned to sales agent locations, so as to minimize downtime and ensure sales agent satisfaction with terminal operation. Participate in the full spectrum of complete agent service through providing office-based telephone support and counsel to agents experiencing equipment difficulties, entering service call needs into MSLC system, and dispatching service techs to agent locations as assigned and directed by the Service Manager. Monitor phone lines and coordinate repairs.

ESSENTIAL FUNCTIONS

• Work under the direction of the Regional Field Service Manager and/or Field Service Supervisor(s) in the repair and maintenance of all MSLC owned and agent assigned equipment. Participate in the full spectrum of complete agent service through providing office-based telephone support and assistance to agents experiencing equipment difficulties.
• Enter service call needs and document all related activity into MSLC system. Dispatch service techs to agent locations as assigned and directed by the Service Manager.
• Follow directions from Manager(s) or Supervisor(s) and perform record keeping and reporting necessary to document equipment performance.
• Install, repair and, when needed, retrieve MSLC owned equipment from agents in various locations in a timely manner. Conduct service in a courteous and professional manner.
• Monitor and analyze incoming data on incoming Telco lines.
• Contact dispatcher promptly with completed service codes and times.
• Test and install terminals and wireless communication equipment in agent locations.
• Maintain good customer/vendor relationship with Sales Agent.
• Perform preventative maintenance of equipment in the field as directed by Service Manager(s) or Service Supervisor(s). Record daily repair activities on all service calls and ensure accurate records.
• Repair and maintain all versions of MSLC owned vending equipment.
• Maintain an accountable inventory of all state issued equipment.
• Maintain spare parts and repair tools as assigned by providing the necessary care and safety. Avoid loss, neglect, damage and/or abuse of parts and tools.
• Use authorized communications equipment and follow the Service Department’s reporting and equipment inventory processes and procedures in a timely manner. Diagnose, repair and install all authorized MSLC equipment, as directed by the Service Managers.
• Maintain a valid drivers' license.
• Physical ability to lift and carry: 30 to 50 lbs.
• Physical ability to stand for long periods; climb stairs, crawl, push and pull equipment weighing 10 to 50 lbs. \
• Performs related duties as assigned.

PREFERRED QUALIFICATIONS

• Ability to diagnose, repair, and or replace MSLC equipment. Counsel agents by phone on simple service issues and be proficient in service call entry and dispatch through the MSLC software/systems. Ability to communicate in a professional, courteous manner coupled with the ability to establish and maintain a harmonious working relationship with the general public, sales agents, and fellow employees.
• Knowledge of electronic, mechanical components, and repair procedures of all MSLC equipment.
• Knowledge of test and repair equipment associated with repairs of all MSLC equipment, including meters, etc.
• Ability to maintain accountable inventory records.
• Ability to work under pressure, deal tactfully with irate agents, technicians, and telephone repair technicians.
• Must be willing to work flexible hours and/or overtime if necessary.
• Telephone answering experience would be advantageous.
• Excellent attendance.

The Massachusetts State Lottery Commission is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.