Field Service Engineer

This position is responsible for customer satisfaction while performing installation, support, and ongoing technical service in the field for various types of slot machines and related products. The individual is committed to the mission and principles of Aristocrat and the Customer Service organisation.

Job Requirements

• Responsible for customer satisfaction while performing installation, support, and ongoing technical service in the field for various types of slot machines and related products.
• Install, convert, issue resolution, repair and/or de-install vital Gaming Machines, Signs, and gaming controllers.
• Coordinate all installations and visitation schedules in conjunction with the Dept Head. Pre-plan, schedule and perform services activities assigned to geographic territory.
• Provide direct customer support for training, parts purchasing advice and preventative maintenance programs.
• Assist customers by telephone or in person regarding technical challenges and report on trends, needs and service challenges to keep management advised.
• Liaise with customer representatives and management regarding product performance, service or installation scheduling, training, and operational issues.
• Lead service activities and service cases to ensure timely and successful resolution of customer concerns.
• Carry out any other reasonable duties that may occur on an ad hoc basis and/or requested by management.
• Maintain a neat and tidy workplace at customer sites as well as monthly reporting on field issues and installations.
• Monitor system related issues to ensure actions are taken to resolve customer problems.
• Other duties as assigned, including software burning as an ongoing job.

What we’re looking for

• Electronics qualifications preferred.
• Industry related experience preferred.
• Demonstrate problem resolution skills and ability to learn.
• Successfully completed professional training courses or industry certification, if applicable.
• Understanding of all Microsoft Office Suite products.
• Excellent verbal and written communications and customer service skills.
• In-depth understanding of Digital Electronics.
• Familiarity with networking technologies and issue resolutions.
• Organised, detailed, goal and results driven.

Personal Attributes we are looking for

• The ability to collaborate and connect with all levels of management.
• Timely understanding and execution of instructions when assigned a task by a Department Head or designated individual overseeing installations.
• Build customer advocacy for Aristocrat Products and Service by delivering exemplary quality and performance.
• Must be ready to travel on short notice, possibly for extended periods, and able to fly within EMEA any day.
• Willing to work extended hours, on call for dispatch and variable work shifts.
• Capable of performing a 2-person lift of a 110kg game onto stands, with a minimum 23kg lift alone.
• Self-motivated and self-disciplined.
• Must acquire gaming licenses in approved jurisdictions and hold a valid passport and driver’s license.
• Ability to maintain confidentiality of information regarding the company, product, and employee information.
• Follow all lawful employer safety and health rules.

Please note this position is offered UK fully remote. This role is to be positioned in the North of the UK around the Manchester area.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of millions of people who love to play our casino and mobile games. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity.

Additional Information

• This role is subject to mandatory background screening and regulatory approvals.
• As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.
• Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide.
• At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.