Field Service Technician - MI

120 - Field Service - North Grand Rapids, Michigan


AGS is a full-service designer and manufacturer of gaming products for the casino floor. The Company’s roots are in the Class II, Native American market, and it has recently expanded its product lines to include top performing slot games for the Class III commercial marketplace, as well as live felt table games and mobile gaming.

The recent acquisition of Cadillac Jack®, entry into the table games market, and addition of a mobile gaming segment with the acquisition of RocketPlay, denote a dramatic expansion of AGS products. Increased slot titles and jurisdictional licenses have made AGS the second largest supplier of Class II games in the world and its presence in Class III casinos continues to keep the pace. The diverse line of table products can help casino operators find exactly what they need for any part of the pit and most are available to play for fun online. Last, but not least, the company aims to capture a whole new audience by offering its content through mobile gaming.

At AGS, we realize that a huge part of our success is attributed to the hard work and dedication of our people. We strongly believe that embracing change, empowering our employees, and building a positive team environment are of paramount importance in achieving even more success with limitless potential.

Reporting to the Regional Field Service Manager, the Field Service Technician is responsible for the servicing, installing, converting, upgrading and preventative maintenance of all AGS gaming equipment. The Field Service Technician position does not work standard set hours as work activities may occur throughout a 24-hour day, 7 days a week, possibly including holidays. 


Key Responsibilities & Duties

  • Provides technical training on most aspects of installations, theme changes, game software upgrades, server upgrades, etc.
  • Part of an advanced support team sent in to troubleshoot and resolve technical problems
  • Performs site surveys at new Class II or Class III locations and functions a primary liaison with Installation Team for communicating project requirements
  • Expert contributor to internal field service message boards and provides documentation for technical assistance with known problems
  • Completes all required PM in a timely manner without prodding
  • Easily identifies replacement parts and their associated part numbers
  • Must be skilled at performing all gaming-specific work orders
  • Will complete Site Surveys (Technical Info tab) for basic work orders
  • Performs project management activities for basic work orders
  • Good understanding of computer networking infrastructure
  • Good familiarity with all AGS' slot platforms and electronic table game equipment
  • Strong working knowledge of slot cabinet topography and ability to diagnose and troubleshoot problems from top to bottom of machine
  • Performs preventative maintenance and general maintenance on AGS' slot machines and cabinets
  • May participate in new installations or removal of old machines
  • Completes all reports and paperwork in a timely manner
  • Must have excellent customer service skills
  • Mechanically inclined; able to use hand tools
  • Must be able to move 75 lbs. assisted
  • Provides technical support to other Field Service Technicians
  • Must have a good working knowledge of customer’s policies and procedures prior to performing work orders
  • Works well with the Technical Assistance Center (TAC) and escalates found issues to TAC and AGS management

Computer/Technical Skills

  • Advanced understanding of AC/DC electronics; must pass AGS' online AC/DC electronics course
  • Can use a multi-meter to troubleshoot electrical issues
  • Highly developed problem-solving skills
  • Understands networking with CAT5 and fiber
  • High proficiency in multi-platform installs/upgrades/theme changes
  • Some working knowledge of the difference between Class II and Class III
  • Basic understanding of computer networking

Work Experience and Skills

  • High School diploma or GED required
  • Minimum of 2 years’ experience as a Field Service Technician or 3 years’ experience working in a technical gaming environment
  • Required to obtain licensing approval by tribal and/or state gaming regulators
Thank you for your interest in a position at AGS.  The best way to get your resume in front of the assigned recruiter and hiring manager is to visit the AGS Careers Page at http://www.playags.com/careers/ and apply directly to the position in which you are interested.

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.