Service Coordinator

Job Posting Title : Service Coordinator

Summary : 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. This position focuses on peripheral Systems such as but not limited to, Oasis Hardware, One link, Bingo, Vertex, Progressives, and future system type additions to machines. Individual is committed to the global strategy and principles of Aristocrat, focused on EMEA region and the Customer Service organization.

This has been designated as a safety-sensitive job because it involves performing one or more tasks/duties that could reasonably affect the safety and health of the employee performing the task(s) or others.

What You'll Do :

• Onsite Installations / Field Service Activities :

• Install, convert, troubleshoot, repair and/or remove as necessary Gaming Machines, Gaming Controller, Signs, Oasis hardware and or system related to Bingo with no assistance.

• Install Bingo servers, firewalls switches and all system related Bingo equipment without assistance.

• Troubleshoot network connectivity issues back to the switch.

• Responsible for the coordination of all installations and visitation schedules delegated to you in conjunction with the EMEA Technical Manager.

• Pre-plan, schedule and perform service activities assigned.

• Monitor service activities and service case escalation to ensure actions are taken to resolve the customer problem(s).

• Other duties as assigned.

• Customer Service Support and Training :

• Provide direct customer support for parts purchasing advice.

• Provide assistance to customers by telephone or in person regarding technical challenges.

• Individual should have basic communication skills and the ability to interact with direct management.

• Monitor System related issues on one link, vertex bingo etc to ensure actions are taken to resolve the customer problem(s)

• Build Customer Advocacy for Aristocrat Products and Services by performing the basic requirements of the role.

• Liaison with customer representatives and management regarding product performance, service or installation scheduling, training, and operational issues.

• Planning and Project Preparation :

• Review pre-install documents to determine which parts will be needed to complete the installation.

• Must be able to follow directions when given a task from Department Head or designee in charge of install.

• Reporting and Project Review :

• Gather and report accurately on service activities by Compiling trip reports and when needed by utilizing the Sales force Ticketing system.

• Capture and document known issues and inform EMEA Technical Manager.

• Prepare and obtain hardware sign-off.

• Obtain RMA numbers for defective and unused equipment and then prepare for shipment.

• Employee Health & Safety (EHS) and Compliance :

• 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.

• 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.

• Individual should have strong communication skills and the ability to interact with all levels of management.

• Must be able to work independently and be team oriented, organized, detailed, goal and results driven. Take ownership of business issues and investigates to root cause. Documents process improvements, corrective action, details and escalates to leadership for correction.

• High School Diploma or its equivalent.

• IT related degree or certification related to Server installations, Switches, Firewall and Port configuration Required.

• Have at least 1 - 5 years experience doing Server and server environment installation and configuration.

• Demonstrate problem resolution skills and the ability to learn.

• Working knowledge of Digital Electronics and Computer Networks

• Good knowledge of networking technologies and troubleshooting.

• Basic understanding of Microsoft Office Suite products: Word, Excel, Outlook, etc.

• Have a good understanding of all Aristocrat products used in EMEA

• Must be at least 18 years of age.

• Must have a valid driver’s license.

What We're Looking For : What we would like you to know :

• 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. Offers to assist others and seeks out opportunities to support the team with one goal.
• Must be willing to wo