Principal Support Engineer
WMS Gaming Inc. - Chicago, IL

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Responsible for ensuring a successful rollout and deployment of new product with an engineering customer support focus, acting as subject matter expert in the overall installation and operation of WMS products by working with development, testing and deployment of new WMS products.

Essential Job Functions:
Work closely with Development and Test teams during product development lifecycle of new product to become subject matter expert on overall installation configuration and operation of product.

Work with external labs acting as a liaison to help resolve issues in a timely manner.

Develop Service Level Agreements (SLA) and call trees for post install support of New Product Introductions during first three months of deployment and obtain signoff from all involved parties involved in supporting the product for initial deployment phase.

Co-ordinate incident investigations and resolutions and be a key point of contact for the first three months of the new product deployment.

Co-ordinate with Technical Documentation team on the timely release of the new product installation and technical manuals.

Co-ordinate with Technical Training team on the timely release of the new product installation videos ahead of product deployment.

Develop, review and execute test plans and scripts for the new product development.

Follow Work Instructions on daily basis and assist Test Engineers with these functions on new product.

Provide weekly project status report for each assigned new product project.

Establish key contacts with upstream organizations that have direct impact on new product introduction {Product Management, Systems Engineering, Hardware Dev, OS Dev, Game Dev, PMO, Gaming Ops, ECS and Field Service}

Participate as active member for New Product Introduction process improvement initiatives.

Mentor and lead test engineers.

Position Requirements

Bachelor’s Degree in Engineering or Computer Science preferred

Required Experience:
5+ years of experience relevant to leading projects with a testing involvement, gaming industry experience preferred.

Knowledge, Skills, & Abilities:
Experience in deriving system test plans/cases from system requirements

Knowledge and experience using Linux/Unix

Academic and/or work experience with C and/or C++

Software Test Methodology and Product Development lifecycle

Automation experience a plus

Excellent written and oral communication skills

Good time management and organizational skills

Detailed oriented and capable of working and completing tasks with minimal supervision

Able to work and deliver in a fast paced, deadline-oriented environment

Real-time embedded systems and/or gaming experience preferred

Proficiency with Mercury Test Director, Quality Center and Serena Team Track

Knowledge or experience with Perl or other shell scripting language is a plus

Results oriented, risk taking and extensive multi-tasking ability

Product management experience is a plus

WMS is a gaming company. Any of our employees may be required to obtain a gaming license within one or all of the gaming jurisdictions that WMS conducts business. If you are requested by WMS to obtain a gaming license, your continued employment with WMS may be contingent on your ability to obtain that gaming license.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The incumbent may be requested to perform other job-related tasks and responsibilities than those stated above. WMS encourages diversity and is an equal opportunity employer.

WMS Gaming Inc. - 21 months ago - save job - block
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About this company
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The reels keep spinning and the jackpots keep flowing, thanks to this company. WMS Industries is a leading manufacturer of casino gaming...