ESSENTIAL DUTIES AND RESPONSIBILITIES

1.  Provides quality service and responds to calls in a timely and respectful manner to all guests, while maintaining professionalism at all times. Answers guest’s questions regarding different games offered and instructs them on proper play of games. Assists in the identification and reporting of incidents such as loitering, panhandling, and any unlawful activity. Maintains assigned work area (assigned sections) by actively roaming, listening, and responding to radio requests, maintaining the area clean of waste, organizing chairs, and inspecting machines for errors whether slots are vacant or being played.
2.  Follows Technician rotation and completes assigned duties in an orderly & timely manner. Maintains service presence in assigned section(s) to meet established service standards. Conducts emergency drops (e-drops) on machines, as appropriate and within a timely manner, and monitors e-drop software tools to anticipate games that are nearing drop need.
3.  Verifies machine claims and required information to determine outcome of claim, notifying supervisor when necessary. Assists Slot Attendants with escalated repair needs and escalates more advanced repairs into the electronic work order tracking software as necessary.
4.  Troubleshoots replaces, or repairs components (such as touch screens, bill acceptors, buttons, player tracking displays, card readers, etc.). Collaborates with Slot Senior Technician to ensure accurate tracking of games that require more advanced repairs.
5.  Gains and maintains detailed knowledge of games offered. Assists in ensuring rules of play are followed. Complies with procedures as outlined in the Slot Technician Handbook. Completes Department and enterprise-related documentation as needed.
6.  Conducts thorough training of new Slot Technicians and Slot Attendants. Reports any challenges or successes to management.  Keeps current on new repair techniques and products to aid in training efforts.
7.  Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.

• Minimum One (1) year of troubleshooting experience required.

• Minimum One (1) year of customer service experience required.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Understands basics of machine parts, harnessing, and cabinets of machines in use at casino.

• Must have completed all basic training and have proficiency in general slot machine repair.

• Must be able to pass periodic technical examinations to determine abilities/skill levels.

• Proficiency in using computers and electronic devices.

• Must be able to speak and write in English required communication in order to perform the job safely.

• Must possess the physical capabilities to be able to carry machine keys, electronic devices, a radio, tools and notebook on shift.

• Ability to multi-task and prioritize effectively in a dynamic, fast-paced environment with demonstrated organizational and time management skills.

• Must maintain a strict level of confidentiality and act in a manner consistent with all legal and regulatory requirements and in compliance with relevant laws and regulations.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Certification in Electronics or Networking preferred.

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.

• Sedentary work: involves standing most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.