Manager, System Support

Aristocrat Leisure Limited   •  

Las Vegas, NV

Industry: Hospitality & Recreation

  •  

5 - 7 years

Posted 196 days ago

This job is no longer available.

Summary

System Services Manager is responsible for promoting and positioning Aristocrat Technologies, Inc. as a world-class manufacturing, sales, and service organization by providing high-level technical support to new and existing key OASIS accounts to ensure a long-term business relationship/partnership is maintained with ATI. This position also requires the flexibility toact autonomously, while adhering to overall department and company policies and procedures. Promoting Aristocrat’s culture while creating the greatest gaming experience, every day.

What you'll do

Success Markers:

Client Relationship Management

  • Provide onsite support/liaison for issues involving the Oasis 360 ™ Casino Management System installations, upgrades and conversions
  • Provide onsite instruction or learning services, consultative approaches and support to casino operations staff during system installations and service consultation visits
  • Respond to system service action plans or other tasks deemed necessary in office or onsite to correct customer utilization of OASIS 360 applications
  • Collaborate with Aristocrat Technologies Inc. Systems Sales, customer service, and product marketing to help define customer requirements for OASIS 360 applications
  • Build positive customer advocacy by serving both as a technical liaison between Aristocrat Technologies Inc. and your assigned customer accounts and identify services to advance the utilization of the OASIS 360 applications
  • Provide regularly scheduled service consultation visits within assigned customer base to advise customer of value added services, potential opportunities for services, product solutions, and other needs that may be identified during visit while promoting Aristocrat
  • Advance job skills continually and develops proven knowledge of company’s policies and procedures to complete routine tasks. As part of structured induction plan, employee must complete Master Certification within 180 days as a condition of employment
  • Provides as commitment to organically growing our customer base with services
  • Consults and ensures proper implementation of all OASIS strategies to ensure that they are successful while providing a high level of return on investment
  • Promotes and positions Aristocrat Technologies, Inc. as a world-class manufacturing, sales, and service organization
  • Displays knowledge of company products and represents overall company by promoting and selling OASIS suite of software and hardware. Strives to increase account penetration though the sale of the entire span of Aristocrat’s Systems Products
  • Reviews and submits business expense reports in a timely manner
  • Works closely with regional Sales Team to develop strategies for individual accounts and territories
  • Develops, in coordination with regional management and participates in customer relations
  • This role is responsible for all identified key accounts through a professional and consultative approach, drawing from an up to date knowledge of the client, their business, the current market and our competitors to maximize the value of our business partnership
  • Liaise with assigned key OASIS client accounts to ensure that their issues and concerns are addressed in a timely and effective manner and that a high-level of customer satisfaction with ATI is maintained for both products and services
  • Develop effective working relationships with executives, key management and key decision makers for each assigned key client account
  • Foster open and direct two-way communication with these individuals
  • Must have the ability to set and manage expectations with clients
  • Ensure key clients and their OASIS users have a good understanding of the product and best practices for utilizing the features of OASIS
  • Participate as a leader in the installation and integration of new system products into existing systems
  • Participate as a leader in preparing assigned accounts for system upgrades
  • Work on special assignments that are critical in nature to meet revenue, customer satisfaction issues, timeframes, and other business goals unrelated to core responsibilities
  • Continually advance job skills and develop proven knowledge of company’s policies and procedures to complete routine tasks

Management

  • Provide monthly account updates, addressing key areas of the partnership including: Client’s Business Initiatives, Competitive Intelligence, Client Staff Management, and Client Needs Assessment
  • Recommend product developments/enhancements that will improve customer relationships and improve OASIS product offerings
  • Responsible for identifying and engaging the appropriate ATI resources to resolve client issues and take advantage of business opportunities (i.e. Training, Sales, Customer Support, R&D, Compliance, QBR, etc.)
  • Manages a team to deliver on individual and team goals
  • Develops professional growth within the team
  • Promotes customer centricity
  • Monitors and continuously strives to improve Net Promoter Score

Opportunity and Threat Evaluation

  • Monitor and report on competitor activities and potential threats relating to each key client account and their respective market
  • Be proactive in relationship, anticipating customer needs rather than reacting to customer requests
  • Maintain regular contact with assigned accounts to advise them of value added services, potential opportunities for services, product solutions, upcoming product features and other needs
  • Escalation for internal employees and external customers

Troubleshooting

  • Troubleshoot problems with all OASIS software products
  • Identify and report potential OASIS software issues to Customer Support/R&D
  • Describe technical issues in written and verbal to Customer Support, R&D, and customers
  • Assist in reproducing issues in test and lab environment
  • Assist R&D and Q&A in recreating issues discovered in field
  • Analyse data trends
  • Document and update in-house knowledge database for OASIS software issues
  • Work with gaming regulators when necessary to insure the proper operation of all OASIS software products
  • Ensure compliance with all relevant health and safety legislative requirements
  • Additional duties as assigned


What we're looking for

QUALIFICATIONS:

Education: Bachelor’s degree (or relevant casino experience)

Experience: Minimum of five to seven years’ experience in a related technical account management service and support role or comparable relevant experience. Minimum of five years’ experience with casino operations or comparable relevant industry experience. Experience with OASIS is preferred or an equivalent Casino Management System

Skills, knowledge, and qualifications:

  • Intermediate and above level understanding and usage of Microsoft Office products
  • Must be able to communicate professionally and efficiently (verbal and written) with all levels of the business
  • Must be able to obtain and retain gaming licensure

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Physical, Mental and Environmental Demands:

  • Assigned duties are accomplished primarily in an office/production setting. Must be able to maneuver around an office/production setting, work at a desk/work station and respond to written and oral cues.
  • Must have the manual dexterity to operate a computer and other necessary office/production equipment.
  • May be required to bend, reach and lift 25 lbs.

Why Aristocrat?

  • World Leader in Gaming Entertainment

  • Robust benefits package

  • Global career opportunities

  • Our core values: Respect, Courage, Integrity and Passion

Our Winning Ways

  • Unite - Come together as one team, with one vision
  • Develop - Empower, inspire and grow our people
  • Deliver - Execute with excellence, be accountable for results
  • Play - Be creative, celebrate success

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