Job Title: Casino Service Technician (Travel Required)
Department: Casino Operations
Reports To: Director of Operations - Casino
Status: Non-Exempt

WHO WE ARE: Headquartered in Greenville, North Carolina, with a dedicated game studio in Wilmington, Valicy represents a bold new chapter in gaming innovation. Formerly known as Grover Gaming, we have rebranded to reflect our renewed commitment to exploring new possibilities in land-based gaming.

As a developer and distributor of engaging electronic gaming experiences, Valicy is driven by our Mission, Vision and Values with a focus on being relational, excellent and innovative in all we do.

At the heart of our culture are the values represented by our CARE triangle—People, Company, and Work—which continue to guide everything we do. These principles are deeply rooted in who we are and remain central as we grow and evolve.

With a focus on collaboration, creativity, and long-term partnerships, Valicy is proud to be part of an industry that is constantly moving forward—and we are excited to grow alongside it.

SUMMARY: The Casino Field Service Technician position is a service technician and relationship-focused role with daily travel within a designated territory. The Casino Service Representative will perform preventive maintenance to all machines to ensure they are functioning accurately, troubleshooting and repairing games and associated systems when a malfunction occurs.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

RESPONSIBILITIES:
Troubleshooting:

Install, configure, troubleshoot, and update our cutting-edge products at various casino locations.
Ensure optimal functionality of Electronic Gaming Machines (EGMs) through diagnostic exams, software configurations, and hands-on testing. Diagnose and resolve any tech-related issues promptly and efficiently.
Swiftly document incident reports and maintain meticulous maintenance records in accordance with our guidelines, ensuring clarity and precision in every entry.
Consistently update and manage daily/weekly technical logs, keeping a keen eye on the details.

Customer Focused:

Understand company Mission, Vision, and Values and be an ambassador of MVV.
Responsible for keeping current clients satisfied and delivering exceptional customer service.
Be the primary point of contact and build long-term relationships with customers.

REQUIREMENTS:

Minimum age of 21; must possess a valid driver's license and the ability to secure and maintain necessary gaming licenses (assistance provided).
Ability to obtain a Gaming License or Vendor Technician License through the Tribal Gaming Commission (extensive background check)
1+ year(s) of experience configuring, testing, or repairing electronic equipment or a combination of experience and relevant certification.
Strong interpersonal skills, including the ability to influence others.
Excellent oral and written communication skills to be highly communicative and responsive.
Strong troubleshooting skills with an understanding of network connectivity.
Proficiency in the safe and appropriate use of hand and power tools.
Able to lift, maneuver, and transport heavy machines (up to 400 lbs), with supportive equipment.
Proficiency in windows, using CRMS, (Hubspot, NetSuite) for data entry and documentation tasks.
Capability to oversee conversion projects or setups with minimal to no guidance.
Commitment to upholding exemplary customer relations, both internally and externally.
Willingness to work flexible hours, including overtime, weekends, on-call, evenings, and holidays.
Up to 75% local travel required.

Strongly preferred:

Casino industry background.
Experience in land-based gaming.
Has the ability to effectively work in a remote environment to fulfill your role on the team.
Able to analyze and interpret floor map schematics.
Basic electrical and networking knowledge.

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter
the overall evaluation of this position.

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