The Product Support Manager is responsible for Field Trial Management for required regulatory field trials; Base and Communications firmware releases, including field testing and submission plans; and forensic evaluation management and technical product issues involving regulators.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Interacts with Design & Development (D&D), Technology Services (Tech Services) and Field Service for problem resolution during field trials and as reported from the field.
· Creates Technical Information Bulletins and other required regulatory notifications as needed.
· Works to coordinate ATI D&D, Tech Services, National Service Support Center (NSSC), and regulator resources to ensure they are prepared for field testing and lab testing activities and requirements.
· Travels to regulator labs with support resources as needed to install, test, troubleshoot and evaluate ATI products and interacts with lab on both approvals and/or problem resolution.
· Works with casino operators on preparation, installation, set up and go live of product for field trials. This includes travel to operator sites.
· Works with casino operators to understand and fulfill regulatory requirements for field trials.
· Monitors operator progress of field trials and ensures all required tasks are being completed.
· Interacts with regulators during the installation process at labs and operator venues during the field trial process to ensure compliance of company products and systems where field trials are involved. Provides status reports to regulatory agencies as required.
· Processes product approvals through the Manage 2000 system as needed.
· Ensures product approval information is distributed to the necessary business units.
· Reviews new and existing products for regulatory compliance; communicates and coordinates between CVL, Compliance, Technology Services and D&D to ensure product compliance specifications are followed through on for initial submissions; and performs resolution of regulator or test lab identified issues and field issues which require coordination with regulators or labs.
· Coordinates interoperability testing at ATI facility, at regulators or test labs, and on customer sites where applicable.
· Stays abreast of the rules, regulations, and legislative requirements of the various gaming jurisdictions as they pertain to Aristocrat product and their requirements.
· Performs analyses of new and/or updated regulations/tech standards/minimum internal control standards (MICS) as needed for new and existing jurisdictions to determine areas of non-compliance.
· Serves as point of contact for regulatory agencies and ATI internal resources with questions about company products during submission, rework, and field trial activities.
· Coordinates and performs regulatory training as requested.
· Sets expectations for functionalities as they relate to the field trial process.
· Works with CVL and D&D to review product updates and evaluate requirements for company recommended field testing, and makes recommendations for best methods for release.
· Manages forensic evaluations where escalation is required. Coordinates forensic activities including the ATI resources and product support issues where evaluations involve regulators or test labs.
· Works to provide support resources to regulators as needed for forensic evaluations they conduct.
· Conducts performance analyses to advise Management on trends/patterns that affect the performance of products and systems by regulatory agencies involving forensic evaluations, field trials or relating to major base or communications releases.
· Provides management with project status reports involving all areas of responsibility as needed.
· Chairs the Systems Engineering Review Board committee.
· Ensures the Engineering Build of Materials (BOM) is modified to accurately reflect new design changes.
· Maintains D&D BOMs, including part number release, part descriptions and all other data pertinent to maintaining the integrity of all system products.
· Confers with Manufacturing and Sales Administration to establish change-reporting procedures and prepares directives for change authorization and documentation.
Education: Bachelor’s degree in Engineering or its equivalent.
Experience: Requires a minimum of five years of product testing and quality experience in an engineering environment. Experience in gaming industry preferred.
Skills, knowledge, and qualifications:
- Strong interpersonal and negotiation skills.
- Ability to work in an unstructured environment where the resolution of complex tasks is required.
- Ability to quickly comprehend products on a technical and mathematical level.
- Previous knowledge of regulatory and compliance issues impacting the gaming industry preferred.
- Must be detail oriented, highly accurate and organized.
- Strong analytical, verbal, and written communication skills.
- Operational knowledge of MS Office (Word, Excel, Access).
- Must be able to read, write, speak and understand English.
- Must have strong communication skills, able to work independently and be team oriented.
This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.