Field Service Technician Job at Woodbine Entertainment Group (Etobicoke)

Job Description

This position is extremely important to Woodbine's success. By working together with your team members, you will exceed our guests' expectations each and every time and most importantly, have fun while doing so. The purpose of this position is to supervise the day to day operational needs of the Champions Off-Track Wagering network, to support Teletheatre operators in ensuring that the wagering experience for customers in all Teletheatres is consistent with established departmental standards and to maintain the betting terminals. In addition, this position will assist the Manager in identifying opportunities for operational efficiencies, innovation of processes, procedures and it ensures the Teletheatres in WEG's network operate to an optimal level of quality which contributes to the department achieving its goals and objectives.

Job Responsibility

Monitor the levels of service provided to customers and provide feedback/improvement opportunities to Teletheatre Operators. Refer all serious matters to the Manager, as appropriate
Regularly engage customers to gather experience opinion information either through formal surveys or informal discussions to help formulate customer experience improvement opportunities
Answer and respond to customer and Teletheatre Operator inquiries, complaints and concerns and determine appropriate resolutions
Maintain/build Operator rapport through formal/informal discussions/meetings and provide Operators with information regarding Pari-Mutuel wagering, horse racing education and industry information to assist them in developing an ongoing understanding of WEG business. Be respectful of Teletheatre Operators' operations
Ensure point of sale materials are properly displayed as per departmental standards and ensure that all promotions in Teletheatres are executed to departmental standards
Perform and document regular quality assurance checks to ensure Operators are meeting standards set out in the Agreement, which include but are not limited to, the inspection of washrooms, lighting, signage (indoor and outdoor), customer furniture, TV monitors/video feeds, Tote equipment, ambient air temperature and the general cleanliness of each Teletheatre
Follow up in a timely manner on all issues identified in the quality assurance checks to ensure they have been rectified
Monitor to ensure that Operators are consistently enforcing compliance to all CPMA/AGCO HORSE RACING Rules and Regulations and any WEG/Off-Track Operations departmental policies. Ensure all required regulatory licensing information (CPMA, AGCO HORSE RACING, etc) is posted and updated as necessary
Ensure Teletheatres operate in compliance with all Mandatory Security Requirements and discretely complete the required tests to ensure that security equipment is in proper working order
Submit requests and deliver replacement HPI cards to customers and meet to pay found Cash Claims
Perform basic frontline maintenance on the betting terminals on a per visit or on an as required basis
Perform annual betting terminal maintenance at all locations
Assist Teletheatre Operators with operational system equipment, malfunctions and follow up on all issues with WEG departments as required
Ensure WEG's Teletheatre Operations vehicles are maintained and in good working condition
Be cognoscente of the Teletheatre Operations Budget
Provide operational support at Greenwood Teletheatre, WEGZ Stadium Bar, and Mohawk Racebook when required
Exhibit and demonstrate the Woodbine Entertainment Group core values

Requirements

General knowledge of Horse Racing and gaming environments
General knowledge of customer service techniques and practices
General knowledge of Data Networking Systems and troubleshooting techniques
General knowledge of Microsoft Office and social media environments
Good oral communication skills necessary to clearly deal with Teletheatre operators, customers, contractors and other WEG departments
General knowledge of Amtote Wagering systems is an asset
General time and project management skills with the ability to effectively multi-task and work independently
Minimum Grade 12 or equivalent
Minimum of 2 years' experience in a multi-unit customer services/operations related field or similar environment
Valid 'G' Class license with a minimum of 5 years driving experience and clean record
Must be willing to work on call, on various shifts including evenings, weekends, holidays as required
Must be willing to carry company provided communication devices for business related purposes