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Service Technician


Etobicoke  |  Full-time (Non-union)  |  Wagering
Service Technician
Full-time (Non-union)
Off track
Etobicoke
Our rich history is a big part of who we are.  With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry. From King’s and Queen’s trips to Canada, anniversaries and unforgettable horse races, we have been creating winning experiences for all our guests.

We are currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations.  This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse. 
  
We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome!

Our Values & Beliefs
 
| WOW EVERY GUEST | OWN IT! | LISTEN & CONNECT – PEOPLE MATTER | FUEL THE FUN & PASS IT ON | TRUST IN OUR TEAM | #WE CARE | PURSUE YOUR POTENTIAL |BE BOLD| BE ALL IN | 

This position is extremely important to Woodbine’s success. By working together with your team members, you will exceed our guests’ expectations each and every time and most importantly, have fun while doing so.
 
The purpose of this position is to supervise the day to day operational needs of the Champions Off-Track Wagering network, to support Teletheatre operators in ensuring that the wagering experience for customers in all Teletheatres is consistent with established departmental standards and to maintain the betting terminals. In addition, this position will assist the Manager in identifying opportunities for operational efficiencies, innovation of processes, procedures and it ensures the Teletheatres in WEG’s network operate to an optimal level of quality which contributes to the department achieving its goals and objectives.


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.
  • Must be willing to work on call, on various shifts including evenings, weekends, holidays as required.