Technical Services Manager

You will join us as our new Technical Service Manager. Technical Service is a very important contributor for the success of the EMEA region and the area of responsibility for this role is very wide. It therefore requires thorough knowledge of products, company processes, gaming industry standards, and customer requirements. You must be competent and able to plan many kinds of operational activities and customer support. You must be an excellent leader who can discover the most efficient ways to run the business by standardizing the tools and systems used by the Global Organization while working with the regional management team to meet common goals. The technical services in EMEA consists of 8 staff members that are primarily responsible for servicing, installing and removing EGM’s (slot machines) at customer locations as well as providing remote support to customers for installations and problem solving. You will be responsible for managing this global team.

What You'll Do

This role requires interacting directly with technical and slot managers across the region to coordinate installation/removal activity and to resolve customer satisfaction situations.  There are also two major distributors with one in France and one in South Africa that require ongoing support.  Business travel expectations are 25% to 50% of time and the primary on-site work location is Barcelona. There will be some opportunity for remote working.

The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success.

Leadership and Team Management

• Lead a team of talented service technicians to support the EMEA region.

• Provide team leadership, shared vision, and positive communications to achieve the Aristocrat’s vision and strategy consistent with the Aristocrat’s core values and team principles.

• Build strong relationships and collaborative partnerships with colleagues from around the world.

• Establish a positive, participative, and collaborative team environment that inspires creative, high-performing, continuous improvement, and engaged team members.

• Responsible for attracting, selecting, and onboarding a diverse and qualified team and determining the appropriate team resource requirements to meet Global Technology Services & EMEA strategic direction.

• Plan and direct organizational development of assigned personnel that he/she is assigned. Areas include technical training, customer service, and business acumen. Manage large resources assigned and facilitate the assignments of staffing to the service model.

• Be a member of the EMEA leadership team; contribute to the region being able to achieve company goals.

• Develops service relationships with customer representatives and meets with appropriate individuals as the company’s representative in the region.

Technical Service Management

• Ensure quality-first service on the field, with seamless execution. 

• Lead the coordination and execution of installations, product conversions, and training. Ensure these are delivered within committed timeframes, meeting customer and business expectations. Monitor the process from start to finish, identifying any obstacles and implementing solutions to avoid delays.

• Manage the monitoring, analysis, and reporting of product technical issues, including the investigation and troubleshooting of faults related to gaming machines or systems. Lead root-cause analysis, ensure timely resolution of issues, and implement corrective actions.

• Provide real-time support to field service technicians when more complex technical issues arise, guiding them through troubleshooting and resolution procedures. Also, work directly with customers when escalated issues require a higher level of technical expertise.

• Develop, implement, and monitor appropriate performance measures to track service efficiency and technical outcomes. Create and manage supporting reports that detail service response times, issue resolution rates, and other KPIs critical to maintaining service excellence.

Financial and Operational Oversight

• Owner of the tiered regional service budget that includes approving all worked hours and expenses for the region; travel expenses, billed services, warranty work, and other cost expenditures.

• Ensure operational scaling to support growth of the business.

• All other duties as assigned.

Benefits include:

• 25 days of holiday + Christmas closure + birthday day
• Excellent Salary
• Yearly Bonus
• Cigna Private Health Insurance
• Gympass app Gold Plan (gym app)
• Private Pension Plan
• Life insurance
• Flexible Compensation Plan (Edenred Tickets - Daycare, Transport, Restaurant

What We're Looking For

What We’re Looking For:

• 7+ years of proven experience in ensuring excellent quality first service within an equivalent position.

• Fluent English language skills.

• Knowledge of the gaming industry in EMEA would be highly beneficial.

• Bachelor’s degree on Engineering fields, or logistic background. 

• Requires five years plus of proven results in the areas of customer service.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 25%