Field Support Engineer at Pavilion Payments Full Time

Summary:  

We are seeking a dedicated Field Support Engineer to join our team, responsible for providing exceptional technical support and building strong relationships with our valued customers. As a Field Support Engineer(TAM), you will play a pivotal role in ensuring our customers’ success by proactively managing their technical needs, acting as a bridge between our customers and our technical support teams, and driving continuous improvement in our services.

Key Responsibilities:

• Technical Support and Escalation:
  • Serve as the technical expert, providing guidance and support to customers on complex technical issues.
  • Monitor and manage escalated support calls and tickets, ensuring timely resolution and customer satisfaction.
  • Collaborate with cross-functional teams to address and resolve customer issues promptly.
• Account Planning and Strategy:
  • Service Level Agreement (SLA) Management
  • Develop and implement account plans to align our services with customers’ goals and objectives.
  • Proactively identify opportunities for improvement and optimization of technical solutions.
• Technical Expertise:
  • Stay up-to-date with industry trends and best practices to provide customers with informed guidance and recommendations.
  • Provide technical training and knowledge sharing sessions to customers as needed.
• Documentation and Reporting:
  • Document and track customer issues, resolutions, and interactions for reference and reporting purposes.
  • Generate regular reports and updates for customers to highlight performance and progress.
• Cross-Functional Support:
  • Collaborate with various departments to coordinate technical solutions, including field service, remote technicians, and 3rd party vendors.
  • Assist in remote kiosk support for both hardware and software issues.
• Customer Communication:
  • Develop and maintain strong, long-lasting relationships with assigned customers.
  • Act as the main point of contact for customers, understanding their unique needs and challenges.
  • Respond promptly to customer inquiries and technical requests via phone and email.
  • Ensure effective communication with customers throughout the resolution process.

Core Requirements

• Working with Others – Works with other department employees to accomplish individual and company service levels and goals.  Display enthusiasm and promote a friendly group working environment.
• Embracing Change – Remains open-minded and reacts quickly to new information.  Adapts to varying department changes.
• Attention to Detail – Stays alert in a high-paced environment.  Follows detailed procedures and ensures accuracy in documentation and data.
• Decision Making and Problem Solving – Recognizes possible system issues that may affect payment entry processing and alerts Supervisor.
• Able to perform job functions with minimal supervision.
• Must be able to travel by car or airplane on short notice. Travel can be as much as 75% from time to time.
• Must be able to qualify for and maintain gaming licenses in multiple jurisdictions.
• Be able to lift 20lbs and transport boxes and other items containing equipment as much as 20 feet on a recurring basis.

Qualifications and Experience:

• Bachelor’s degree in a relevant technical field or equivalent experience.
• Proven experience in technical support, account management, or a related role.
• Strong technical aptitude and understanding of complex technical systems.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a collaborative team.
• Strong problem-solving and analytical skills.
• Customer-focused with a commitment to delivering exceptional service.
• Familiarity with industry trends and best practices.

Pavilion Payments is proud to be an equal-opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other local legally protected characteristic.