Service Technician

• Monitor the levels of service provided to customers and provide feedback/improvement opportunities to Teletheatre Operators
• Regularly engage customers to gather experience opinion information
• Answer and respond to customer and Teletheatre Operator inquiries, complaints and concerns
• Maintain/build Operator rapport through formal/informal discussions/meetings
• Ensure point of sale materials are properly displayed as per departmental standards
• Perform and document regular quality assurance checks
• Follow up in a timely manner on all issues identified in the quality assurance checks
• Monitor to ensure that Operators are consistently enforcing compliance to all CPMA/AGCO HORSE RACING Rules and Regulations
• Ensure Teletheatres operate in compliance with all Mandatory Security Requirements
• Submit requests and deliver replacement HPI cards to customers
• Perform basic frontline maintenance on the betting terminals
• Perform annual betting terminal maintenance at all locations
• Assist Teletheatre Operators with operational system equipment, malfunctions
• Ensure WEG’s Teletheatre Operations vehicles are maintained
• 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

• 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
• General knowledge of Amtote Wagering systems is an asset
• General time and project management skills
• 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

General knowledge of Amtote Wagering systems