Field Support Technician - Vending, Gaming or other Coin Operated Device experience preferred

02 Feb 2017
02 Mar 2017
Contract Type
Full Time

Field Support Technician - Vending, Gaming or other Coin Operated Device experience preferred

The Technical Service Representative (TSR) provides technical service to customers across Europe (currently UK, Ireland, and Finland), including assisting with jukebox installations, troubleshooting technical issues including helpline calls, hosting operator and location training, testing components and establishing connectivity. . This position represents an opportunity to join TouchTunes at the start of its international expansion as a customer-facing representative of the company. Daily activities will also include building strong relationships with customers, communicating effectively with management, and cross-selling of TouchTunes’ products and services. The position will be supported by TouchTunes’ customer service and support team in the U.S, where initial training will take place. While based in our London office, because the TSR will be engaging directly with our customers on-site, you will be required to travel extensively, both in the UK and internationally. Please note that the Field Support technician will be largely supporting customers London to the Midlands. We will not be offering relocation for this position.


  • Train operators on TouchTunes’ Playdium jukebox at their business locations, in training seminars and corporate events.
  • Assist and support operators in the installation process at locations as necessary.
  • Provide service and customer support during field visits.
  • Diagnose errors or technical problems, including those communicated through the helpline, and determine appropriate solutions with assistance where appropriate from the US-based techline resources.
  • Comprehend customer requirements and make appropriate recommendations.
  • Build positive relationships with customers.
  • Provide input to training programs for operators and employees.
  • Communicate with management on any service, business, and product performance issues that may impact the ability to do business in the EU.
  • Work with local sales representatives in promoting and selling TouchTunes’ products.
  • Complete all documentation, call, and utilization reporting as directed.
  • Install and support show booth configurations as required.
  • Assist in maximizing cross-selling of TouchTunes’ products and services.
  • Test performance of jukebox equipment, using test instruments, such as electronic voltmeters.
  • Maintain an awareness and observation of all Health and Safety regulations.
  • Respect and follow all TouchTunes’ policies and procedures, including spending, anti-harassment, etc.
  • Perform other duties as assigned.

Required Qualifications:

  • Minimum 5 years of relevant experience, such as working as a field support technician or network professional.

Required Skills/Competencies:

  • Ability to work with audio visual systems, including speakers, amps, wiring, etc.
  • Ability to troubleshoot and repair board level electronics.
  • Ability to install routers, switches, wireless, and broadband technologies.
  • Self-starter with the ability to think and work independently, managing own schedule.
  • Strong communication skills.
  • Ability to perform assignments that are moderately complex in nature.
  • Familiarity with mobile tools and applications.
  • Ability and openness to learn and expand skill sets.
  • Professionalism, as a face-to-face representative of the company.

Special Position Requirements:

  • National and international travel to support field installations, operator training, and the company’s business objectives, which is expected to average up to 60% of the time.
  • Required to maintain a valid driver’s license.


  • Higher National Diploma (HND) or certification preferred.
  • Experience in the coin-op industry preferred.

Work Requirements:

  • Recurring and regular heavy lifting, up to 30kg.
  • Ability to work flexible hours and to adapt to changing work schedules.
  • Ability to stand, sit, bend, kneel, twist, climb.
  • Ability to travel via automobile or airplane, both nationally and internationally.
  • Fine motor skills, working with hands on electronics.