Product Support Specialist

Job Description

Job Overview

This 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. Travel will be about 35% of the time.

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/Requirements

• 5 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.

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