This position is responsible for customer satisfaction while performing installation, support, and ongoing technical service in the field for various types of Electronic Gaming Machines, Oasis Hardware and related products. Individual is committed to the mission and principles of Aristocrat and the Customer Service organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Install, convert, troubleshoot, repair and/or de-install as necessary Gaming Machines, Signs, gaming controllers, and Oasis Hardware.
•Provide direct customer support for training, parts purchasing advice and preventative maintenance programs.
•Responsible for the coordination of all installations and visitation schedules in conjunction with the Operations Manager, SDC, Project Administration Manager, and Project Management. Pre-plan, schedule and perform service activities assigned to geographic territory.
•Provide assistance to customers by telephone or in person regarding technical challenges and reports on trends, needs and service challenges to keep management informed.
•Maintain inventory accuracy and follow proper parts inventory programs for customer accounts and for assigned service van or office.
•Liaison with customer representatives and management regarding product performance, service or installation scheduling, training and operational issues.
•Adhere to technical and management escalation guidelines established by Field Operations or the Project Management Office (PMO).
•Gather and report accurately on service activities by utilizing field service management reporting tools. (Remedy or Clarity)
•Individual should have strong communication skills and the ability to interact with all levels of management.
•Must be able to follow direction when given a task from Operations Manager or designee in charge of install.
•Build Customer Advocacy for Aristocrat Products and Services by setting the standard in the gaming industry
•All other duties as assigned.
All employees are responsible for their personal safety and the safety of others. Therefore, all employees must:
•Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.
•Follow all lawful employer safety and health rules.
•Wear and/or use Personal Protective Equipment, when and how instructed.
•Report hazardous conditions to management.
•Report any job-related injury or illness to management, and seek treatment promptly.
ADDITIONAL DUTIES FOR ALL FIELD SERVICE TECHNICIANS (OASIS)
•Extensive travel to install and repair as necessary, Oasis hardware on new installations and upgrades.
•Attend property kick-off meeting, weekly installation meetings, mid-point meetings & closeout meetings.
•Perform Tek Checks on all Oasis hardware orders to verify inventory accuracy against the packing list ensuring order completeness when it ships.
•Assist Lead Technician with the inventory of parts at customer location and review machine mix to determine if any additional parts are needed.
•Provide daily status notes to the Lead Hardware Technician and Project Manager while on projects.
•Perform efficient pre-staging and assembly of Oasis hardware and staging of kits for implementation at the game.
•Troubleshoot network connectivity issues back to the switch.
ADDITIONAL DUTIES FOR ALL FIELD SERVICE TECHNICIANS (GAMES)
•Monitor service activities and service case escalation to ensure actions are taken to resolve the customer problem(s).
•Monitor and provide leadership to territory activities.
•Ensure Key Performance Indicators are monitored and obtained.
•Monitor geographically assigned field service activities (both Games and Oasis) to ensure they meet the instructions of the Service Operation Guide.
•Provide Service leadership to a geographic
Skills, knowledge, and qualifications:
•Must have excellent verbal and written communication and customer service skills.
•Must be able to read, write, speak and understand English
•Must be able to work independently and be team oriented, organized, detailed, goal and results driven.
•Must obtain ATI Master Certification within 180 day of hire.
•Maintain or achieve ATI Master Certification on new product releases or internal programs within a directed time period.
•High School Diploma or its equivalent.
•2 year Electronics Degree preferred.
•3-5 years related industry experience preferred.
•Demonstrate problem resolution skills and the ability to learn.
•Working knowledge of Digital Electronics.
•Familiarity with networking technologies and troubleshooting.
•Successfully completing professional training courses or industry certifications, if applicable.
•Understanding of Microsoft Office Suite products: Word, Excel, Outlook, etc.
•Must be at least 21 years of age.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Must be able to travel with little or no notice, potential extended periods and must be able to travel by air any day of the week.
Must be willing to work extended hours, on-call for dispatch and variable work shifts
Must be able to work in a fast paced environment and handle several tasks at one time.
Must be able to do a 2-man lift of 250lb game onto stands, minimum 50lb lift alone.
Must be self-motivated and self-disciplined. Must be a creative, forward, positive thinker.
Must be able to obtain gaming licenses in all of our approved gaming jurisdictions, Nevada Gaming Control Board (NVGB), a Passport and a valid driver’s license with a clean driving record.
Must be able to maintain confidentiality of information regarding the company, company products and employee information.
Must have good manual dexterity, eye/hand coordination, good eyesight and normal color differentiation.
Maintain proper grooming and uniform and/or dress code.
Aristocrat Technologies, Inc. reserves the right to make changes to this job description whenever necessary.
With over 60 years experience and over 2,200 staff globally, Aristocrat has built a reputation as a premium supplier of ground-breaking technologies and services to the international gaming industry. We are proud to be known for outstanding product performance in more than 200 jurisdictions around the world.
Our diverse portfolio extends from electronic gaming machines (EGMs) and interactive video terminal systems through to online content distribution in regulated markets and complete gaming solutions for our customers.
Our purpose is simple - to create the world's greatest gaming experience, everyday.
Our core values of integrity and respect for the individual and the communities within which we operate underpin our stakeholder relationships. As a global business, we are committed to working in partnership with industry, governments and regulators to ensure we meet all of our responsibilities, be they commercial, regulatory, social or environmental.