Field Service Technician, Cincinnati, OH

Description

Join the Fun at Arrow International!

Arrow International is 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. We believe in rewarding your hard work with profit-sharing, 401(k) matching, great benefits, and paid time off including a bonus week every July!

If you're looking for a career that’s exciting, meaningful, and full of opportunity, Arrow is the place to be.

Position Summary

This role provides technical support and field service for customer equipment, including troubleshooting hardware and software issues, performing installations, and delivering user training. Responsibilities include documenting service activity, providing remote and on-site support, coordinating parts and repairs with distributors, and escalating complex issues when needed. The position requires extensive travel and a strong focus on timely problem resolution and customer satisfaction.

Requirements

Primary Roles and Responsibilities

Ability to diagnose software and hardware problems effectively. Analyzes, identifies, and solves customer equipment problems in accordance with established performance standards.

Responsible for logging service calls in Salesforce and recording related pertinent information.

Responsible for remote phone support when not traveling.

Responsible for escalating any tier 2/3 issues to the support specialist.

Responsible for escalating any support issues to management in a timely manner.

Ability to work through issues with above average first visit resolutions.

Work closely with distributors on parts orders, RMAs, and technical assistance.

On-site installations and support required, overnight travel will be involved and can exceed 75% at times.

Assist customers on the configuration and programming of Arrow equipment.

Train distributors and customers on the use of Arrow equipment.

Exceed customer satisfaction objectives as outlined by Arrow management.

Recommends and executes appropriate solutions in a timely manner.

Responsible for promptly following up with customers as needed.

Ability to work from home effectively, which includes access to high-speed DSL or Cable internet.

Other duties as assigned by management.

Requirements

Experience and Education

Associate degree in Computer Technologies or applicable experience

Minimum of 3 years’ training or commensurate experience in electronic and PC technologies.

Support knowledge of SQL, Windows Active Directory, Networking, Windows and Windows Server.

Strong analytical skills.

Ability to read schematics and technical manuals.

PC, mechanical and electrical aptitude.

Excellent written and verbal communication skills.

Strong customer relations and phone skills.

Must be self-motivated to work independently without direct supervision.

Effective planning and organizational skills to efficiently manage time and call load.

Competency in various software applications including MSOffice.

Experience with Proprietary software a plus.

PC applications support experience.

Preferred

Previous field support experience.

Prior experience in supporting electronic gaming devices.

Bingo Gaming experience

Certification and 2 or more years of commensurate experience in network technologies.

Working Conditions

Travel is required and can exceed 75%.

Overtime and standby availability are required.

Position will require working in various environments, including bingo halls, bars, tribal reservations, and casinos.

Installations will include running cables, lifting heavy devices, and climbing ladders.

Available to work any shift and weekends as needed.

Diversity and Inclusion Statement

At Arrow International, we are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that embracing our differences makes us stronger, more innovative, and better positioned to serve our communities. We are proud to be an equal opportunity employer and strive to create an environment where everyone feels welcome, supported, and empowered to succeed.

Equal Opportunity Statement

Arrow International is an equal opportunity employer. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical or mental disability—except where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.

Americans with Disabilities Act (ADA) Statement

Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application, participate in the interview process, undergo any pre-employment testing, or otherwise take part in the employee selection process, please contact us at [email protected].

To ensure a safe and productive work environment, all candidates who receive a conditional job offer must successfully pass a confidential pre-employment drug screening, which generally consists of a hair drug test, and receive an acceptable result as a condition of employment.