Job Description: Job OverviewThis position includes direct phone support to field service technicians and customers with technical questions. Responsible for planning and rollout of new products to service, production and operations staff. This planning includes development, working with engineering, participate and lead installations with both field service and production. This position will have a rotating schedule of duties to include phone support vs in the field support and installation.Responsibilities
Work with the Operations and Field Service teams to manage and plan training based on the sales forecast and new product rollout.
Address customer inquiries, resolve issues and proactively obtain customer feedback.
Works in AGS ticketing system to determine the disposition of each incoming service request.
Support engineering team members with product testing, installation and instructions.
Establish service needs by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptance tests.
Participate with new product due diligence, implementation and rollout of newly acquired and company-developed products.
Coordinate new product submissions to various gaming state agencies and perform a product overview and training for those agencies.
Customer education - review orders with our customers and teach them the basics to use and enjoy their new service and equipment
Participate in and lead installation of new products to new territories; identify training opportunities and determine product knowledge proficiency in those territories
Serve existing accounts by analyzing work orders, planning daily travel schedule, investigating complaints, conducting tests, resolving problems.
Provides feedback on issues identified such as product functionality, technical documentation or repeated errors seen in the field.
Strong customer service skills: friendly, approachable and motivated with a strong work ethic and high degree of integrity
Update job knowledge by participating in educational opportunities.
Willing to work flexible schedules including weekends, holidays and evenings if needed
Skills/Requirements5 years experience in field service or a technical training role in a gaming environment
High school diploma or GED required; college or technical/vocational school a plus.
Capable of creating an environment of support and accountability
Experience in building and working in a technical training atmosphere.
Must be proficient with MS office products
Excellent verbal, written, organizational and communication skills.
Advanced understanding and knowledge of mechanical and electrical systems
Effective and consistent communication methods and interpersonal skills in order to interact with all levels of management, employees, and customers.
Work extended hours and/or varied shifts, including weekends and holidays.
Ability to effectively communicate in English, in both oral and written forms.
Ability to work under pressure and deadlines.
Travel up to 35% domestically and 5% internationally.
Ability to obtain licensing by tribal gaming commissions is required.
Physical Requirements / Work EnvironmentThe physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in a fast-paced environment and handle several tasks at one time.
Must be able to do a 2-person lift of 250lb game onto stands, minimum 55lb lift alone.
Must be self-motivated and self-disciplined. Must be a creative, forward, positive thinker.
Excellent communication skills with an emphasis on upward communication to management.
Must be team, goal and results oriented.
Must be organized and detail oriented.
Must display problem-solving skills and the ability to learn.
Must be able to keep confidentiality of information about the company, company products and employee information.
Must have good manual dexterity, eye/hand coordination, good eyesight and normal color differentiation.
Must be able to travel with little or no notice, must be able to travel on any day of the week, potential extended periods and must be able to travel by air.
Must be willing to work extended hours, work any shift, on-call for dispatch and variable work shifts.
Maintain proper grooming and uniform and/or dress code.
This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.Note: All offers are contingent upon successful completion of a background check, drug screen and human performance evaluation (HPE)*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.AGS is an equal opportunity employer
Equal Opportunity Employer, including disability/protected veterans
