Bridging the Gap: Addressing Technical Talent Concerns in an Evolving Gaming
Landscape

Session Panel Topic / Focus: The session will explore the root causes of the talent gaps today and offer actionable strategies operators and other gaming partners can take to deepen their talent pools and ensure sustainable growth supported by a properly skilled and empowered workforce. While we will provide a brief history of the issues and challenges, the main focus of the panel discussion will be on the proven tactics and strategies designed to address these at an organizational level, along with insight provided by the SME’s who have direct experience in deploying them.

Speakers / Panel Members:
Shawn Evans – IGT – Senior Manager Field Service Training (Confirmed)
Anthony Andrade – IGT – Director of Technology Training (Confirmed)
Mike Williams – Boyd Gaming - Assistant General Manager (Confirmed)
Brian Brown – College of Southern Nevada – Instructor / Technical Trainer (Confirmed)
Brandon Saeck – IGT – Manager Systems Training (Confirmed)
Shondra DeLoach-Perea – IGT - Vice President of Services (Confirmed)
Jake Isham – Three Rivers Casino Resort - Slot Operations Manager (Confirmed)

CITATION: AGA – Gaming Industry Workforce – Diversity Report, April 2023
“The 2023 Annual Report of the New Jersey Casino Control Commission”
Zippia - https://www.zippia.com/slot-technician-jobs/demographics/, How To Become A Slot Technician: What It Is and Career Path - Zippia

Executive Summary
The gaming industry is undergoing a significant transformation driven by technological
advancements and evolving consumer preferences. While at the same time in a post-COVID landscape, land-based gaming operations are facing critical shortages in often-underdeveloped technical talent pools, particularly when it comes to specialized roles such as slot technicians. This type of technical talent is essential to operators’ success as they seek to maintain competitive advantages; and as casinos increasingly rely on complex gaming technologies to enhance customer experience and drive operational efficiencies. The expertise of skilled slot technicians and roles like it will become increasingly paramount as a result. This white paper delves into the unique challenges
associated with recruiting and retaining slot technicians and other similar technical roles. It also includes targeted strategies for casino operators, manufacturers, Tribal entities, regulatory bodies (and any other partners in the gaming industry) to cultivate and develop improved hiring practices, more robust talent pools, and drive employee retention and role recognition efforts.

Introduction Research & Background
Electonic Gaming Machines are the cornerstone of many land-based casinos, contributing significantly to revenue as well as customer engagement and experience. However, as both the physical equipment and systems they are attached to become more technologically advanced, the need for proficient slot technical staff, has never been greater. This paper examines (1) the current landscape for slot technicians and other similar technical roles within land-based gaming operations, (2) identifies key challenges contributing to the lack of a developed talent pool, and (3) proposes
actionable strategies for casino operators / manufacturers to address the talent shortage in these critical technical roles.

The Current Landscape - Industry Challenges

•  Technological Complexity: Modern electronic gaming equipment incorporates advanced electronics, software, and network connectivity, requiring technicians to possess a diverse makeup of demonstrable skills. Casino based technician’s aka “house” technicians” must engage with an ever-widening array of electronic gaming equipment from a broad-spectrum of suppliers and manufacturers, each operating with its own unique set of Operating Systems, configuration methods and proprietary interfaces. As a result, Technicians must maintain expertise in rapidly changing software releases and proprietary systems, often with little support from any direct resources, all of which demands a high level of adaptability and flexibility on a daily basis.
• Training Programs: At the moment there are very few programs available dedicated to slot technical training, and of those that do exist many do not adequately cover the specific technical skills required for EGM maintenance and repair, leaving a gap in qualified candidates. Additionally, many times the technical schools offering these programs lack the modern equipment reflective of what is out on the casino floors.
• High Turnover Rates: The demanding nature of the job, combined with competitive job markets, contributes to high turnover rates among slot technical staff, exacerbating the talent shortage challenges operators face.
• Lack of Diversity within Technical Roles: While the Gaming industry is outperforming other areas of business in terms of overall diversity across roles, there is still much work to be done in this regard. In April of 2023 the AGA released the “Gaming Industry Workforce –Diversity Report”. This report reveals some impressive opportunities as you can see in the graph extracted from the AGA Report (Figure 1), a little over 85% of technicians are male and only 14% are female. Figure 2 demonstrates a shift towards “office-based” jobs within the gaming workforce, further highlighting the disparity. Figure 3 conveys the racial and ethnic distributions within the slot tech role.
• Lack of Specialized Knowledge: Many technicians in the industry may have general gaming machine knowledge but lack specialized training in the latest slot technologies, such as cashless gaming systems and paytable math or advanced knowledge of player tracking systems. And while eLearning is often times available to operators from the manufacturers, it is often underutilized by Slot Technical teams for a number of reasons.Many times they simply are not aware of these valuable aids provided by the vendors /manufacturers, or the sometimes complicated process by which they must jump through hoops to access the content. Additionally, managing this knowledge across many vendors
  with differing steps to access, present additional barriers and complexity.
• Aging Workforce: As experienced technicians retire, there is a pressing need to attract younger talent who can fill these roles and bring new perspectives and skills. According to Zippia, the Average age of Slot Technicians in the United States is 47 years old, outpacing the IT Industry by ~7 Years.
• Regulatory and Compliance Challenges: Gaming operations must meet strict regulatory requirements, including the maintenance of gaming devices to ensure compliance with gaming laws and prevent fraud. This requires a deep understanding of both technical troubleshooting and legal considerations. The shortage of qualified technicians places additional strain on operators to maintain compliance. Additionally due to the sensitive nature of the gaming industry, and the stringent background and licensing requirements, often solid technical candidates may be turned away either voluntarily or involuntarily as a result of these requirements.

Strategies for Deepening the Talent Pool of Slot Technical Roles

1. Establishing Targeted Educational Partnerships
   • Collaboration with Technical Schools: Casino operators should look to partner with vocational and technical schools to create specialized training programs focusing on slot machine technology and other relevant technical areas of focus. These programs can include hands-on training with actual machines and practical testing of key concepts. Some recent initiatives unfolding in the gaming world related to this….
     • • The College of Southern Nevada offers an accredited Slot Technology
         program and is in the process of further strengthening and developing this program by collaborating with other industry partners (Operators, Manufacturers, Educational Institutions etc.…), and
       • Choctaw Nation is working to develop and deploy a similar program in collaboration with Southeastern Oklahoma State University. With the intention of expanding career opportunities within the nation. 
     • It is essential that programs like these receive robust support from operators, manufacturers, and regulatory agencies to expand the technical talent pools available to the gaming industry.
   •  Certification Programs: Partners throughout the gaming world should seek out opportunities to develop certification programs in collaboration with industry experts and organizations to validate and enhance the skill sets of prospective slot technicians etc.…, making them more attractive to employers
2. Internships and Apprenticeships
   o Structured Apprenticeship Programs: Implement apprenticeship programs that allow aspiring technicians to work alongside seasoned professionals. This hands-on experience can be invaluable in building the necessary skills for these demanding technical roles. 
   • Internship Opportunities: Offer internships that expose students to the day-to-day workings of slot technology, encouraging them to consider long-term careers in the gaming industry.
3. Comprehensive Employee Development
   o Technical & Professional Competency Modeling: Structured technical &
   professional skills development programs focused on career advancement within
   various levels of the slot technician role.
   o Continuous Training & Technical Development: Provide ongoing training
   opportunities for current slot technicians to ensure they stay updated on the latest technologies, software updates, and industry’s best practices.
   o Cross-Training Initiatives: Encourage technicians to gain experience in related
   areas, such as IT support or gaming operations, to broaden their skill sets and
   increase job satisfaction.
4. Promoting Diversity and Inclusion
   o Outreach Programs: Engage with diverse communities to promote career
   opportunities in the field of slot technology. Highlight stories of successful technicians from various backgrounds to inspire potential candidates.
   o Inclusive Hiring Practices: Implement hiring practices that prioritize diversity and inclusivity, ensuring a broader range of perspectives and ideas in the workplace.
   o Regulatory Accomodations: In cases where the regulations in a gaming market inhibit potential candidates and untapped talent pools from entering the gaming industry, there are opportunities for casino operators to work with regulatory bodies in removing these barriers. As an example, recently through legislation enacted by the NJ Legislature, individuals who have successfully exited the criminal justice system and graduated from recovery court may now be eligible for a Casino Key employee license. Changes like this no doubt will go a long way in deepening the talent pool in the impacted communities.
5.  Competitive Compensation and Career Advancement
   o Market-Competitive Salaries: Regularly review compensation packages for slot technicians to ensure they are competitive within the industry and attractive to potential candidates. The Development programs mentioned earlier help to faciliate compensation discussions with task level data. 
   o Clear Career Pathways: Develop clear career advancement pathways for slot
   technicians, showing how they can grow within the organization and take on more complex roles or leadership positions.
   • Competitive Labor Market: The demand for technical talent spans many industries, and the gaming industry is in direct competition with sectors such as information technology, manufacturing, and telecommunications. The competitive nature of the labor market means gaming operators must offer attractive compensation packages to retain their skilled technicians. However, budget constraints often limit their ability to do so. As mentioned earlier, conducting a proper Subject Matter Expert (SME) driven technical and professional competency modeling effort can be a valuable tool
     in demonstrating and seeking buy-in from senior leadership teams when it comes to compensation discussions.
   • Leveraging Technology for Recruitment
     o Digital Recruitment Campaigns: Utilize online platforms and social media to reach potential candidates and promote the benefits of working as a slot technician or similar technical role. Attend or host community employment and outreach events.
   • Highlighting Innovation: Showcase the technological innovations in Electronic Gaming equipment within recruitment materials, appealing to tech-savvy individuals who may be interested in a career in this field

Conclusion
The shortage of skilled slot technicians and similar technical roles poses a significant challenge to the land-based gaming industry, manufacturers and Casino operators today. As slot machines become increasingly sophisticated, the demand for qualified technicians will only grow. By implementing targeted strategies focused on education, mentorship, diversity, compensation, and recruitment, the gaming industry (Operators, Tribal Bodies, Manufacturers, Regulatory) can effectively deepen their talent pool and ensure they have the expertise needed to thrive in a competitive and evolving gaming landscape.