Machine Support Technician

DEPARTMENT: Machines

LOCATION: American Games (504 34th Avenue Council Bluffs, IA)

SCHEDULE: MON-FRI (7:00 AM - 3:00 PM)

What You'll Do

This full-time, permanent position in a manufacturing environment plays a critical role in the production of charitable and lottery gaming products, including pull-tab tickets (break-open tickets) and bingo paper.

The Machine Support Technician provides front-line technical support to customers and field technicians by troubleshooting and guiding machine repairs over the phone. This includes diagnosing hardware and software issues, walking customers through step-by-step solutions, coordinating replacement parts, and ensuring timely resolution of service requests.

This role requires a combination of technical expertise, problem-solving skills, and customer service ability, as the Phone Technician often serves as the first point of contact for resolving issues that directly impact machine performance and customer satisfaction.

The ideal candidate is an experienced technical support professional with 2-3 years of hands-on experience troubleshooting and repairing mechanical or electrical systems. They are skilled at guiding customers through diagnostic steps and repairs over the phone, with strong customer service skills, patience, and clear communication. Proficient with hand tools, service manuals, and computer systems (including ERP or service software), they are detail-oriented, organized, and able to manage multiple priorities in a fast-paced manufacturing environment while maintaining accuracy and professionalism.

Additional Duties and Responsibilities Include:

• Answer incoming technical support calls and diagnose machine issues (mechanical, electrical, or software-related) based on customer descriptions of symptoms and error codes.
• Walk customers and field technicians through step-by-step troubleshooting procedures, including:
  • Verifying power and connections.
  • Running diagnostic checks.
  • Identifying error codes and applying corrective actions.
  • Guiding mechanical adjustments (e.g., belts, rollers, gears).
  • Assisting with software resets or basic programming updates.
• Provide clear, patient instructions to customers with varying levels of technical ability.
• Determine whether issues can be resolved remotely or require dispatching a field service technician.
• Maintain accurate records of all troubleshooting steps, resolutions, and follow-up requirements in the computer database.
• Identify and recommend replacement parts needed to restore machine function.
• Enter and process orders in Symix for both new and warranty part sales.
• Support service teams by pulling, packaging, and verifying correct parts for shipment.
• Receive and inspect incoming packages, stock and record inventory.
• Assist with preventive maintenance advice to customers, helping to minimize repeat issues.
• Collaborate with engineering and manufacturing teams to document recurring problems and recommend long-term solutions.
• Perform basic office and administrative duties including filing, copying, and documentation updates.
• Other duties as assigned to support customer service and production operations.

What You'll Need

• High School Diploma or GED required.
• Previous experience servicing or supporting electrical, mechanical, and/or vending or gaming machines strongly preferred.
• Demonstrated ability to diagnose and troubleshoot equipment problems by analyzing error codes, customer descriptions, and technical documentation.
• Strong technical aptitude, with the ability to use hand tools, interpret schematics, wiring diagrams, and service manuals.
• Proven customer service skills with the ability to remain calm, professional, and clear while guiding customers through stressful repair situations.
• Excellent verbal communication skills with the ability to explain complex mechanical or technical concepts in simple terms.
• Written communication skills for accurate documentation of service records and troubleshooting steps.
• Moderate to advanced computer skills with the ability to learn and navigate service software (experience with Symix or similar ERP systems a plus).
• Ability to work independently with minimal supervision, while handling multiple customer calls and priorities.
• Effective time management and organizational skills to prioritize troubleshooting cases and ensure timely follow-up.
• Strong attention to detail and accuracy when diagnosing problems, processing part orders, and updating service records.
• Ability to collaborate with technicians, engineers, and other departments to resolve complex service cases.
• Ability to work well in a diverse environment.

Additional Requirements:

• Must be a U.S. Citizen or Green Card holder (sponsorship is not available).
• Ability to pass a background check and pre-employment drug screening.

TOTAL REWARDS

Competitive Salary | Competitive Medical, Dental, Vision, and Life Insurance Benefits | Employee Assistance Program | Tuition Reimbursement | Generous Paid Time Off | 401k with Company Match | Profit Sharing | Unlimited Referral Bonus Earning Potential | And More!

We appreciate all applicants; however, only the most qualified candidates will be contacted for interviews.

Ensuring the safety of our employees and compliance with industry regulations is our top priority. Therefore, our company enforces a zero-tolerance policy regarding substance abuse and criminal activity. All job offers are contingent upon passing a rigorous background check and drug screen. Failure to meet these requirements will result in disqualification from the hiring process.

Pollard Games, Inc. dba American Games and International Gamco 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, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Our Company is committed to fostering a respectful and inclusive workplace where everyone feels welcomed, valued and accepted. We aim to create a culture that respects and values each employee's differences. We believe that a respectful workplace is also one where a diverse group of employees can be successful, develop and build meaningful careers. We believe that embracing diversity of thought, perspectives and experiences fosters innovation and allows us to deliver better insights and solutions for our partners and is key to our continued growth and success.