Field Service Technician II - Tobago

Properly maintains and services Brightstar equipment at Retailer (Customer) locations and warehouse. Responds to dispatches for resolution of Retailer issues, maintains, installs, removes and or repairs lottery equipment.

OVERRAL OBJECTIVE & PURPOSE

Properly maintains and services Brightstar equipment at Retailer (Customer) locations and warehouse.  Responds to dispatches for resolution of Retailer issues, maintains, installs, removes and or repairs lottery equipment.

Under the direction of the Retail Manager develop sales building plans to increase sales, establish and maintain effective working relationships with lottery retailers and key accounts in a designated territory, maximizing compliance. 

This position will be under the direct supervision of the Field Services Supervisor with a dotted line to the Retail Supervisor.

PRINCIPAL DUTIES & RESPONSABILITES

Responsible for transporting, installing, and maintaining Brightstar equipment, replacement parts, tools, and other hardware in an organized and structured manner.  Equipment installation may include (although it is not limited to), Gemini's, Monitors, external antennas, lottery terminals, TSP's, printers and any other equipment identified for installation by Brightstar.

• Full utilization of Cadence application for internal processes set by the department.
• Adhere to Brightstar's vehicle policy regarding the use and maintenance of the company vehicle; this includes performing scheduled preventative maintenance tasks.
• Troubleshooting to restore malfunctioning equipment to working order in the field.  This may include swapping failed equipment, cleaning and/or repairing the malfunctioning component.
• Completion of scheduled Preventative Maintenance as per assigned Key Performance Indicators.
• Effectively and efficiently communicating with Hotline personnel, to provide feedback on completed visits based on dispatches and accurately reporting activity, arrival and departure times and problems, details, and resolutions of failures to the Call Center.
• Maintain in the vehicle an adequate inventory of equipment to replace malfunctioning ones on the field and to support with installations.
• Maintain proper storage and record keeping of defective working equipment in assigned storage location.
• Completion of all documentation for equipment being returned to the depot for repairs. 
• Support with ad hoc projects as it relates to the Field Service Department.
• Continual analysis of the performance of your retailers to determine growth opportunities.Support the execution of the Trade Marketing strategy in your area to achieve the required sales targets for your agent base.
• Execute agreed innovative sales initiatives in their zone to increase IMG, Online, Social Spaces and Commercial Service sales. 
• Achieve agreed monthly sales target by agent by Decile for your agents and track their progress week.
• Provide agent specific action plans on a weekly basis to your supervisor showing growth objective by category.
• Collaborate with Procall to ensure your retailers have the right stock level for each IMG price point including base games and new games. 
• Implement retailer best practices merchandising and visibility standards in your zone. 
• Provide infield sales training including upselling tips to operators/ agents on how to upsell IMG, SSG and CS products. 
• Deliver and display all relevant promotional materials at the retail location in line with the agreed Plan-o-Gran and timelines.
• Ensure all promotional material at the agent’s locations are always in good condition.
• Delivery all NLCB bulletins to the agents and ensure they sign for receiving on the agreed sign off form, and deliver the completed hard copy sign off sheet to the Retail Administrator as per agreed timelines.
• Ensure all agents have the required amount of consumables needed to run their business until your next visit based on your visit cycle.
• Completes special projects as directed by the Company/Lottery.  
• Assists lottery personnel with retailer troubleshooting/chronic retailer issues.
• Monitor and oversees new retailer training and installation of new stores.
• Provides weekly reports on the performance of your area ensuring competitive information is included.
• Complete all agent evaluations in the agreed timeline and on the soft copy evaluation form provided with all the relevant information needed.