Service Support Representative - Parts I
Aristocrat Technologies - Las Vegas, NV

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Monitors ATI-Parts queues (phone, email, fax) to insure timely response on all incoming requests
  • Enters all RMAs and sales orders in case management and inventory systems (M2K and Remedy).
  • Processes quotes and general inquiries
  • Review and updates all open case information on a daily basis
  • Provides first level phone support for Game Parts, OASIS Warranty and RMA calls.
  • Ensures complete communication in all aspects of a request with the customer
  • Follows up with internal and external customers as required.
  • Ensures use of proper problem logging, issue tracking, auditing and operational procedures.
  • Communicates orally and in writing with customers, Sales, Technology Services, Accounting, Manufacturing and ERP groups to order and process the customer-required equipment.
  • Identifies the correct parts required for each order. Ensures internal and external customers are ordering the correct parts.
  • Checks inventory for parts availability
  • Checks part history to insure most current parts are ordered
  • Coordinates orders with various Aristocrat departments
  • Receives and follows up on customer complaints.
  • Ensures individual metrics are met.
  • Contributes to team objectives and metrics.

All employees are responsible for their personal safety and the safety of others. Therefore, all employees must:

  • Participates fully in company health and safety programs and complies with all company OSHA policies and procedures.
  • Follows all lawful employer safety and health rules.
  • Wears and/or uses Personal Protective Equipment, when and how instructed.
  • Reports hazardous conditions to management.
  • Reports any job-related injury or illness to management, and seek treatment promptly.
  • Performs other duties as assigned.

QUALIFICATIONS:
Education:

  • Position requires a minimum of an Associates degree or higher.

Experience:

  • Requires two years in a Customer Service role with specific order entry responsibilities.
  • Successful completion of OASIS Hardware I and Games Overview classes
  • Order entry / customer Service experience related gaming, a manufacturing facility and ERP work order management systems is desired
  • Prior experience operating in a heavily regulated environment
  • Proven ability to function well under pressure
  • Ability to multitask

Skills, knowledge, and qualifications:

  • Advanced knowledge of sales order and configuration systems.
  • Demonstrated organization skills and attention to detail
  • Advanced knowledge of Excel and Microsoft Word
  • Ability to maintain confidentiality of information regarding the Company and Company products.
  • Ability to build rapport with sales team
  • Must be able to read, write, speak and understand English.
  • Must have strong communication skills, able to work independently and be team oriented.
  • Must qualify for a Gaming Card

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 up to 25 lbs.

Aristocrat Technologies, Inc. reserves the right to make changes to this job description whenever necessary.

Employee Signature: __________________________________ Date: _________________


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About this company
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With over 60 years’ experience and over 2,200 staff globally, Aristocrat has built a reputation as a premium supplier of...