Job Description
WHY DIAMOND GAME?
When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards. As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.
Career development, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.
Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1++4, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited and a sister company of Pollard Games, Inc DBA American Games and International Gamco.
Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many charitable communities across North America.
Our Core Values are: Collaboration; Integrity; Innovation; Growth; and Have Fun!
Position Summary
Field Service Technicians at Diamond Game are first and foremost customer service ambassadors, not only by providing excellent service and support for the products, but also by delivering the desired customer service experience. The role of P/T Field Service Technician is an onsite, technical, customer-centric position focused on troubleshooting, remote repair and Tier 1 customer support for Diamond Game's lottery electronic and physical ticket dispensers as well as associated equipment.
Please note, this role will be onsite in Timmins, Ontario and the candidate will be expected to work approximately 5 hours per week at our customer's site
Essential Duties and Responsibilities
Perform activities and provide support to ensure defined service level agreement timelines are met
Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs
Act as the first line of support for Tier 1 customer requests. This may include answering support calls, logging call information, as well as resolving, transferring, or escalating Tier 1 support requests
Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers
Record maintenance and repair actions in approved reporting software, accurately and within defined timeframes
Adhere to jurisdictional regulations regarding the proper handling of maintenance for gaming equipment
Communicate and report to management and other departments within Diamond Game on the status of assigned activities
Gather and record detailed information and reports on issues reported by the customers or otherwise identified at customer sites
Report on work orders and other assigned tasks daily
Perform other tasks and duties as needed and/or requested by management.
Consistently demonstrate the ability to practice Diamond Game's core values and apply them.
Education & Experience Requirements
High School diploma or equivalent.
2+ years technical/electrical experience or technical degree/certification or equivalent experience.
Microsoft Office (Word, Excel, Outlook).
Knowledge and Abilities Requirements
Employee may be required to undergo provincial and federal background checks for gaming licenses and/or approval by Lottery to work on gaming products in the jurisdiction
Knowledge and adherence to essential safety standards
Basic technical/electronic maintenance and troubleshooting skills
Attention to detail, competent interpersonal, oral and written communication skills.
Planning, organizational skills, adaptability
Ability to work with minimal supervision as well as in a team environment
Ability to work varied shifts and overtime as required
Regulatory Requirements
Employment dependent on successfully passing a regulatory background check.
Employees may also be subject to additional periodic background checks as needed and/or required by Diamond Game and/or Diamond Game customers.
We thank all that apply; however only the most qualified candidates selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Background Screening (Criminal History Search and Drug Test).
Diamond Game Enterprises, a subsidiary of Pollard Banknote Limited provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
To ALL Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards. As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.
Career development, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.
Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1++4, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited and a sister company of Pollard Games, Inc DBA American Games and International Gamco.
Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many charitable communities across North America.
Our Core Values are: Collaboration; Integrity; Innovation; Growth; and Have Fun!
Position Summary
Field Service Technicians at Diamond Game are first and foremost customer service ambassadors, not only by providing excellent service and support for the products, but also by delivering the desired customer service experience. The role of P/T Field Service Technician is an onsite, technical, customer-centric position focused on troubleshooting, remote repair and Tier 1 customer support for Diamond Game's lottery electronic and physical ticket dispensers as well as associated equipment.
Please note, this role will be onsite in Timmins, Ontario and the candidate will be expected to work approximately 5 hours per week at our customer's site
Essential Duties and Responsibilities
Perform activities and provide support to ensure defined service level agreement timelines are met
Perform all tasks necessary to complete the installation of equipment and software during upgrades and installs
Act as the first line of support for Tier 1 customer requests. This may include answering support calls, logging call information, as well as resolving, transferring, or escalating Tier 1 support requests
Assist Technical Services and Infrastructure team members for basic repair and maintenance to associated equipment such as payout stations, cabling, switches, and servers
Record maintenance and repair actions in approved reporting software, accurately and within defined timeframes
Adhere to jurisdictional regulations regarding the proper handling of maintenance for gaming equipment
Communicate and report to management and other departments within Diamond Game on the status of assigned activities
Gather and record detailed information and reports on issues reported by the customers or otherwise identified at customer sites
Report on work orders and other assigned tasks daily
Perform other tasks and duties as needed and/or requested by management.
Consistently demonstrate the ability to practice Diamond Game's core values and apply them.
Education & Experience Requirements
High School diploma or equivalent.
2+ years technical/electrical experience or technical degree/certification or equivalent experience.
Microsoft Office (Word, Excel, Outlook).
Knowledge and Abilities Requirements
Employee may be required to undergo provincial and federal background checks for gaming licenses and/or approval by Lottery to work on gaming products in the jurisdiction
Knowledge and adherence to essential safety standards
Basic technical/electronic maintenance and troubleshooting skills
Attention to detail, competent interpersonal, oral and written communication skills.
Planning, organizational skills, adaptability
Ability to work with minimal supervision as well as in a team environment
Ability to work varied shifts and overtime as required
Regulatory Requirements
Employment dependent on successfully passing a regulatory background check.
Employees may also be subject to additional periodic background checks as needed and/or required by Diamond Game and/or Diamond Game customers.
We thank all that apply; however only the most qualified candidates selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Background Screening (Criminal History Search and Drug Test).
Diamond Game Enterprises, a subsidiary of Pollard Banknote Limited provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
To ALL Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
💡 Quick Summary
Seeking a career-building opportunity? The On-Call Support Technician position is now open for candidates interested in the Counter Sales Jobs sector. This role in Timmins offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Counter Sales Jobs is a plus.
