The position as a Retail Field Service Technician will travel to retail locations to support the training and maintenance initiative of our product line.  This person will serve as the liaison between the Retail Solutions department and the internal customer base. This role will train store personnel and lottery reps after SCiQ store installation, conduct and review site surveys, maintain the retail equipment, documentation and system staging to ensure a smooth installation process. 

The individual in this role will be required to assist the department with a variety of activities across the areas of research, analytics, and operations.    ​

Principal Functions & Responsibilities:

• Work in a retail store environment, such as gas stations, c-stores, grocery stores, liquor stores, drug stores, mass merchandise, and dollar stores

• Responsible for organizing and training store managers and clerks on lottery equipment

• Act as a liaison between Retail Solutions, lottery, retail and internal customers

• Assist with SCiQ project rollout preparation (i.e., conduct store pre-sites, pre-site documentation, system staging)

• Complete online surveys with photos and details gathered from store visits

• Conduct and review pre-implementation documentation to ensure accuracy during installs

• Conduct full-scope innovation/systems demonstrations

• Conduct Train-the-Trainer and product information presentations with internal and external customers

• Monitor and evaluate training program’s effectiveness and provide recommendations for modifications

• Maintain consistent working knowledge of all SG systems functionalities and enhancements while also being responsible for presenting any potential system opportunities with recommended solutions 

• Serve as high-tier support to field questions and investigate concerns raised by lottery and retail partners

• Work with internal teams to ensure the product technology functions as designed

• Work with other departments in support of site sales and support goals

• Ability to adapt to a fast-paced environment

• Ability to be accountable and responsible to use, maintain, and secure all assigned tools, test equipment, terminals, subassemblies, parts and supplies

• Ability to communicate problems with management

• Ability to identify, troubleshoot, and repair any lottery equipment problems in accordance with the Field Service Protocol

• Other functions and responsibilities as assigned.

Skills, Training, Experience Required:

1-3 years of experience in retail and/or sales 

1-3 years of lottery experience

Demonstrated ability to multi-task while ensuring accuracy and considering the end-user

Ability to translate information and present that information to others

Knowledge of Microsoft Word, Excel, Outlook and web browsers

A can-do attitude combined with strong curiosity and a passion for learning

Good communication skills, bilingual a plus

Strong organizational skills

Additional Requirements:

Must have a valid driver’s license in good standing.

Ability to travel whether by air, vehicle, or other forms of transportation.

Must be able to sit, stand, sit more than 80% of the time.

Ability to travel to customer locations 80% of the time.

Ability to lift 30 lbs

Ability to compile and analyze statistical information

Ability to quickly learn and understand new technologies

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. If your position requires you to work in the field, production, and/or warehouse, it is mandatory that you use the approved Personal Protective Equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.