Product Support Specialist

Job Description

• Work with the Operations and Field Service teams to manage and plan training based on the sales forecast and new product rollout.

• Address customer inquiries, resolve issues and proactively obtain customer feedback.
• Works in AGS ticketing system to determine the disposition of each incoming service request.  
• Support engineering team members with product testing, installation and instructions. 
• Establish service needs by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptance tests.
• Participate with new product due diligence, implementation and rollout of newly acquired and company-developed products. 
• Coordinate new product submissions to various gaming state agencies and perform a product overview and training for those agencies. 

• Customer education - review orders with our customers and teach them the basics to use and enjoy their new service and equipment
• Participate in and lead installation of new products to new territories; identify training opportunities and determine product knowledge proficiency in those territories

• Serve existing accounts by analyzing work orders, planning daily travel schedule, investigating complaints, conducting tests, resolving problems.
• Provides feedback on issues identified such as product functionality, technical documentation or repeated errors seen in the field.

• Strong customer service skills: friendly, approachable and motivated with a strong work ethic and high degree of integrity

• Update job knowledge by participating in educational opportunities.

• Willing to work flexible schedules including weekends, holidays and evenings if needed

• High school diploma or GED required; college or technical/vocational school a plus.

• Capable of creating an environment of support and accountability
• Experience in building and working in a technical training atmosphere.

• Must be proficient with MS office products

• Excellent verbal, written, organizational and communication skills.
• Advanced understanding and knowledge of mechanical and electrical systems
• Effective and consistent communication methods and interpersonal skills in order to interact with all levels of management, employees, and customers.
• Work extended hours and/or varied shifts, including weekends and holidays.
• Ability to effectively communicate in English, in both oral and written forms.
• Ability to work under pressure and deadlines.
• Travel up to 35% domestically and 5% internationally.
• Ability to obtain licensing by tribal gaming commissions is required.

• Must be able to work in a fast-paced environment and handle several tasks at one time. 
• Must be able to do a 2-person lift of 250lb game onto stands, minimum 55lb lift alone. 
• Must be self-motivated and self-disciplined.  Must be a creative, forward, positive thinker. 
• Excellent communication skills with an emphasis on upward communication to management.
• Must be team, goal and results oriented. 
• Must be organized and detail oriented. 
• Must display problem-solving skills and the ability to learn. 
• Must be able to keep confidentiality of information about the company, company products and employee information. 
• Must have good manual dexterity, eye/hand coordination, good eyesight and normal color differentiation.
• Must be able to travel with little or no notice, must be able to travel on any day of the week, potential extended periods and must be able to travel by air. 
• Must be willing to work extended hours, work any shift, on-call for dispatch and variable work shifts. 
• Maintain proper grooming and uniform and/or dress code.