Phone Technician

Solve Problems. Support Customers. Keep Machines Running.

We're looking for a customer-focused Phone Technician who enjoys troubleshooting mechanical and electrical equipment while delivering outstanding technical support. If you're a hands-on problem solver with strong communication skills and a passion for helping customers, this is your opportunity to build a rewarding career with an industry leader.

At American Games, you'll serve as the first point of contact for customers and field technicians, providing remote technical support for charitable gaming equipment used across North America. Your expertise will help minimize downtime, improve customer satisfaction and keep our machines performing at their best.

What You'll Do

As a Phone Technician, you'll diagnose equipment issues over the phone, guide customers through repairs, coordinate replacement parts and document service activity while delivering exceptional customer support.

Additional Duties and Responsibilities Include:

• Answer incoming technical support calls and diagnose mechanical, electrical and software-related equipment issues.
• Guide customers and field technicians through step-by-step troubleshooting and repair procedures.
• Interpret error codes, identify root causes, and recommend effective solutions.
• Determine when issues can be resolved remotely or require field service support.
• Process replacement part orders, including warranty and non-warranty requests, using company systems.
• Pull, verify, package and ship replacement parts to customers and field technicians.
• Receive, inspect, stock, and maintain parts inventory.
• Accurately document troubleshooting steps, service history and resolutions in company databases.
• Educate customers on preventive maintenance practices to improve equipment performance and reduce future service calls.
• Collaborate with Engineering, Manufacturing and Service teams to identify recurring issues and improve product reliability.
• Maintain technical documentation, service records and administrative files.
• Deliver professional, patient, and responsive customer service during every interaction.
• Other duties as required.

What We're Looking For

We're looking for someone who enjoys solving technical problems, helping customers succeed, and delivering exceptional service in a fast-paced environment.

• Two (2) to three (3) years of experience troubleshooting or servicing mechanical, electrical, vending, gaming or similar equipment preferred.
• Strong mechanical and electrical troubleshooting skills.
• Ability to read and interpret wiring diagrams, schematics, service manuals and technical documentation.
• Experience using hand tools and performing equipment repairs.
• Excellent verbal communication skills with the ability to explain technical information clearly to customers of all experience levels.
• Strong written communication skills for accurate documentation and service reporting.
• Moderate to advanced computer skills with the ability to learn ERP and service management software.
• Excellent customer service skills with patience, professionalism and a positive attitude.
• Strong organizational, time-management and multitasking abilities.
• Ability to work independently while effectively managing multiple service requests.
• Collaborative mindset with the ability to work across Engineering, Manufacturing, Sales and Customer Service teams.
• Strong attention to detail and commitment to accuracy.
• Ability to work well in a diverse environment.

Additional Requirements:

• Must be legally authorized to work in the United States and provide documentation establishing identity and employment eligibility as required by federal law.
• Ability to pass a background check and pre-employment drug screening.

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.