Field Service Engineer

Gaming:

Welcome to the world of land-based gaming. At Light & Wonder its all about the games and our Gaming team builds cutting-edge technology products and content for the most iconic casinos and operators across the globe.

Position Summary

The Field Service Engineer is responsible for the installation configuration maintenance and after-sales support of Light & Wonder gaming products including Bally WMS Shufflemaster and Scientific Games platforms. The role requires advanced troubleshooting skills to diagnose and resolve issues at both component and system levels across gaming machines and integrated systems.

This position provides regional field service support and leads installation activities requiring the ability to independently plan prioritize and manage daily work. The role also involves close collaboration with customers and internal teams to ensure high service quality and customer satisfaction.

KEY RESPONSIBILITIES

- Diagnose troubleshoot and repair gaming equipment down to component and assembly level using diagnostic tools.

- Perform installation configuration upgrades and maintenance of gaming products and systems.

- Provide on-site and remote technical support including preventive maintenance and system optimization.

- Coordinate and supervise installation projects and technicians in the assigned region.

- Train customers and junior technicians on diagnostics system operation and maintenance procedures.

- Complete accurate service documentation reports and obtain required customer approvals.

- Deliver high levels of customer satisfaction through professional service communication and issue resolution.

- Identify potential sales opportunities and support business growth initiatives.

- Collaborate with management to resolve escalations and improve service performance.

- Evaluate system-level issues (e.g. player tracking/accounting systems) and isolate root causes.

- Provide technical support to internal teams including production and engineering as required.

WORK CONDITIONS & TRAVEL REQUIREMENTS

- Participation in an on-call rotation including evenings and weekends.

- Travel may be required on short notice within the assigned region. About 30% of travel will be required

- Ability to lift up to 125 lbs (56 kg).

Qualifications

- College-level electronics training or equivalent experience.

- Minimum 5 years experience repairing electronic gaming devices.

- Strong knowledge of Windows Server environments virtualization technologies and gaming platforms.

Knowledge Skills & Abilities

- Valid drivers license and ability to obtain a gaming license.

- Strong troubleshooting analytical and problem-solving capabilities.

- Ability to plan prioritize and manage multiple tasks in a dynamic field environment.

- Excellent communication skills (verbal written and customer-facing).

- Ability to train coach and mentor technicians.

- Basic project coordination and leadership skills.