Service Technician

KEY RESPONSIBILITIES

• 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.

JOB SPECIFICATIONS

• Knowledge
• 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 


• Skills
• 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


• Education and Experience
• 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


• Working Conditions
• Must consistently travel to various Teletheatres within the province of Ontario and be visible when on location in order to be readily available to operators and customers.
• Office, racetrack and off-track environments where there is physical discomfort, due to temperature, dust, or noise
• Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching
• Regular interruptions, with multiple demands and time pressure
• 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


This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may be asked to perform other duties as required.