Phone Technician

DEPARTMENT : Machines

LOCATION : American Games (504 34th Avenue Council Bluffs, IA)

SCHEDULE : MON-FRI (7 : 00 AM - 3 : 00 PM)

PAY RANGE : Category

What You'll Do

This full-time, permanent position in a manufacturing environment plays a critical role in the production of charitable and lottery gaming products, including pull-tab tickets (break-open tickets) and bingo paper.

The Phone Technician provides front-line technical support to customers and field technicians by troubleshooting and guiding machine repairs over the phone. This includes diagnosing hardware and software issues, walking customers through step-by-step solutions, coordinating replacement parts, and ensuring timely resolution of service requests.

This role requires a combination of technical expertise, problem-solving skills, and customer service ability, as the Phone Technician often serves as the first point of contact for resolving issues that directly impact machine performance and customer satisfaction.

The ideal candidate is an experienced technical support professional with 2-3 years of hands-on experience troubleshooting and repairing mechanical or electrical systems. They are skilled at guiding customers through diagnostic steps and repairs over the phone, with strong customer service skills, patience, and clear communication. Proficient with hand tools, service manuals, and computer systems (including ERP or service software), they are detail-oriented, organized, and able to manage multiple priorities in a fast-paced manufacturing environment while maintaining accuracy and professionalism.

Additional Duties and Responsibilities Include :

• Answer incoming technical support calls and diagnose machine issues (mechanical, electrical, or software-related) based on customer descriptions of symptoms and error codes.
• Walk customers and field technicians through step-by-step troubleshooting procedures, including :

Verifying power and connections.

What You'll Need

Additional Requirements :

TOTAL REWARDS

Competitive Salary | Competitive Medical, Dental, Vision, and Life Insurance Benefits | Employee Assistance Program | Tuition Reimbursement | Generous Paid Time Off | 401k with Company Match | Profit Sharing | Unlimited Referral Bonus Earning Potential | And More!

We appreciate all applicants; however, only the most qualified candidates will be contacted for interviews.

Ensuring the safety of our employees and compliance with industry regulations is our top priority. Therefore, our company enforces a zero-tolerance policy regarding substance abuse and criminal activity. All job offers are contingent upon passing a rigorous background check and drug screen. Failure to meet these requirements will result in disqualification from the hiring process.

Pollard Games, Inc. dba American Games and International Gamco provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Our Company is committed to fostering a respectful and inclusive workplace where everyone feels welcomed, valued and accepted. We aim to create a culture that respects and values each employee's differences. We believe that a respectful workplace is also one where a diverse group of employees can be successful, develop and build meaningful careers. We believe that embracing diversity of thought, perspectives and experiences fosters innovation and allows us to deliver better insights and solutions for our partners and is key to our continued growth and success.