Description:
Arrow Games/Bazaar & Novelty is a member of the Arrow International Inc. group of companies, the world’s #1 maker of charitable gaming products, from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globe—and we’re growing fast!
We're building a winning culture that’s all about teamwork, passion, and innovation. At Arrow, you’re not just another employee—you’re part of a high-performing team that’s redefining fun and giving back to communities.
If you're looking for a career that’s exciting, meaningful, and full of opportunity—Arrow is the place to be.
Arrow Games is looking for a Field Service Technician to support our customers in the Niagara Falls, Ontario region.
This is not a remote role.
Requirements:
- Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.
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Responsible for logging service calls in Salesforce and recording related pertinent information.
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Responsible for remote phone support when not traveling.
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Responsible for escalating any tier 2/3 issues to the support specialist.
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Responsible for escalating any support issues to management in a timely manner.
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Ability to work through issues with above average first visit resolutions.
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Work closely with distributors on parts orders, RMAs, and technical assistance.
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Assist customers on the configuration and programming of Arrow equipment.
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Train distributors and customers on the use of Arrow equipment.
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Exceed customer satisfaction objectives as outlined by Arrow management.
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Recommends and executes appropriate solutions in a timely manner.
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Responsible for promptly following up with customers as needed.
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Ability to work from home effectively, which includes access to high-speed DSL or Cable internet.
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Other duties as assigned by management.
Experience and Education
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Community College Diploma in Electronic Diploma or applicable experience
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Minimum of 3 years training or commensurate experience in electronic and PC technologies.
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Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.
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Strong analytical skills.
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Ability to read schematics and technical manuals.
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PC, mechanical and electrical aptitude.
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Excellent written and verbal communication skills.
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Strong customer relations and phone skills.
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Must be self-motivated to work independently without direct supervision.
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Effective planning and organizational skills to efficiently manage time and call load.
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Competency in various software applications including MSOffice.
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Experience with Proprietary software a plus.
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PC applications support experience.
Requirements
Preferred
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Previous field support experience.
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Prior experience in supporting electronic gaming devices.
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Bingo Gaming experience
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Certification and 2 or more years of commensurate experience in network technologies.
Working Conditions
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Travel is required and can exceed 75%.
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Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.
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Installations will include running cable, lifting heavy devices, and climbing ladders.
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Available to work any shift and weekends as needed.
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Company vehicle provided.
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Contingent on a clear criminal background check (paid for).
