Senior Operations Specialist - WMS Gaming - Sydney

Job description

Job Summary: Provide Product Support and Customer Relations to ensure smooth business functionality of WMS products in the Australian Market in cooperation with our distributor e -Bet

Essential Job Functions:

Provide technical support, advice and training to eBet, WMS distributor.
Help eBet on the preparation of the training programs for 3rd party technical providers, including Install Procedures.
Work closely with eBet, customers and 3rd party technical providers to ensure that WMS product is appropriately maintained in the marketplace and to foster lifetime relationships with these entities
Audit, on a regular basis and in the field, the customer perception of the service received by the different 3rd party technical providers. Report and propose solutions for potential problems in this area. Foster relationships with venues to support WMS product and sales.
Discuss with eBet implications of specific Customer Service Notifications, when applicable to the jurisdiction. Discuss actions and ensure that 3rd party technical providers implement them. Report status to Operations and Quality management.
Evaluate, on a regular basis, possibility of changes in the bill of material of the games shipped from Waukegan, to facilitate the reconfiguration done at eBet. Follow up the changes with WMS Waukegan.
Interface between Waukegan Order Management Department and eBet regarding new game order status.
Recommend eBet stock of spare parts for service purposes.
Analyse data of warranty returns in order to detect potential quality issues.
Issue Incident Reports, performing root cause analysis/data gathering in the field as required
Issue CPARs (Corrective and Preventive Action Request) to report specific quality issues



Other Duties and Responsibilities:

Report metrics of failures in games received at eBet from Waukegan
Manage the disbursement of software to eBet, to cover the needs of the game orders, tracking as well theme changes.
Attend the regular WMS Australia- WMS Chicago-eBet conference calls

Desired Skills and Experience

Qualifications:

Education: Technical Engineering /Electrical Engineer

Required Experience: Min 7 years experience in Service Technical Support and Customer Relationships

Preferred Experience: Experience in the gaming industry in Australia

Knowledge, Skills, & Abilities:

Sound technical knowledge.
Ability to apply knowledge and experience to resolve problems quickly
Ability to enhance sales opportunities within the customers by establishing strong relationships
Ability to work under pressure both within a team and alone.
Ability to clearly express technical information to customers verbally and in writing.

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