This position is responsible for technical training of Customer service personnel on all Konami game platforms, Progressives, troubleshooting and Preventative Maintenance. Will Provides on-site training to customers on game functionality and operation, troubleshooting and Preventative Maintenance in a classroom setting when required. Responsible for maintaining all training documentation for Customer service to include tech certification, customer training, QC training, and Customer service representative phone support training.
This position also requires the flexibility to act autonomously at all times while adhering to overall department and company polices and procedures.
DUTIES
Maintains current knowledge of all Konami game platforms and products and be able to transfer this knowledge to training material and courses.
Works closely with R&D to obtain knowledge and documentation on new products. Develops and executes training and certification plan for each new product (including all associated training materials - i.e. manuals, reference guides, user guides, etc.) for staff, contractors, distributors and customers.
Develops and executes guides/materials/procedures for staff, contractors, and distributors designed for systematic troubleshooting.
Learn and maintain basic knowledge of KCMS functionality and features and ability to condense this information into a Games related training course as it relates to Games service.
Maintains all training material to current levels.
Training material to encompass' all facets of an FST job to include, game installation, game removal, product conversion, option configuration and preventative maintenance as well as day to day job duties and paperwork.
Maintains and develops additional training classes on Customer Service and Casino etiquette as required.
Assists and or Completes installations and conversions of machines as required in order to maintain best practices and observe and document new process' for field.
Provides on-site training to KGI customers on platform options, functionality, troubleshooting, repair and preventative maintenance.
Provides Secondary support for Customers calling into Customer Service with issues. Supports Customer Service Representative with correct troubleshooting tips or answers prior to call being transferred to a technician in the field.
Escalates service calls that are above their scope of responsibility to Field Service manager or Engineering as required.
Documents all new issues and incorporates them into current training manuals and procedures.
Documents and develops all new training material for FST's. Condenses material provided by Engineering into classroom material and quick reference guides for training purposes.
Coordinates with R&D, Field Service staff, Manufacturing and Customers to identify internal/external training needs and develop course content and curriculum that complies with company and industry standards; and, effectively addresses the training objectives for KGI customers and staff.
Actively seeks opportunities to improve training tools, processes and procedures.
Coordinates with Training Manager to develop evaluation metrics and criteria for training delivery and training projects.
Maintains a positive image of KGI within the industry by providing exceptional service to both internal and external customer.
Escalates issues that cannot be directly resolved to service management for prompt resolution
Ability to travel up to 50% of work time on short notice.
Ability to work nights, weekends and holidays is required.
Clean driving record is required
Must be able to obtain and retain gaming licensure.
QUALIFICATIONS
Bachelor's degree or technical school diploma minimum requirement, or an equivalent combination of education and gaming industry experience. Training certificates a plus.
Minimum of one year experience as a slot technician or related electronics experiences and/or training.
Teaching or exposure to training environment or had previous experience as a trainer preferred. Candidate must possess the necessary skills to develop and critique training documentation/performance in a professional environment. * Maintains current knowledge of all Konami game platforms and products and be able to transfer this knowledge to training material and courses.
Works closely with R&D to obtain knowledge and documentation on new products. Develops and executes training and certification plan for each new product (including all associated training materials - i.e. manuals, reference guides, user guides, etc.) for staff, contractors, distributors and customers.
Develops and executes guides/materials/procedures for staff, contractors, and distributors designed for systematic troubleshooting.
Learn and maintain basic knowledge of KCMS functionality and features and ability to condense this information into a Games related training course as it relates to Games service.
Maintains all training material to current levels.
Training material to encompass' all facets of an FST job to include, game installation, game removal, product conversion, option configuration and preventative maintenance as well as day to day job duties and paperwork.
Maintains and develops additional training classes on Customer Service and Casino etiquette as required.
Assists and or Completes installations and conversions of machines as required in order to maintain best practices and observe and document new process' for field.
Provides on-site training to KGI customers on platform options, functionality, troubleshooting, repair and preventative maintenance.
Provides Secondary support for Customers calling into Customer Service with issues. Supports Customer Service Representative with correct troubleshooting tips or answers prior to call being transferred to a technician in the field.
Escalates service calls that are above their scope of responsibility to Field Service manager or Engineering as required.
Documents all new issues and incorporates them into current training manuals and procedures.
Documents and develops all new training material for FST's. Condenses material provided by Engineering into classroom material and quick reference guides for training purposes.
Coordinates with R&D, Field Service staff, Manufacturing and Customers to identify internal/external training needs and develop course content and curriculum that complies with company and industry standards; and, effectively addresses the training objectives for KGI customers and staff.
Actively seeks opportunities to improve training tools, processes and procedures.
Coordinates with Training Manager to develop evaluation metrics and criteria for training delivery and training projects.
Maintains a positive image of KGI within the industry by providing exceptional service to both internal and external customer.
Escalates issues that cannot be directly resolved to service management for prompt resolution
Ability to travel up to 50% of work time on short notice.
Ability to work nights, weekends and holidays is required.
Clean driving record is required
Must be able to obtain and retain gaming licensure.
Konami Gaming Inc. - 9 months ago
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