ProServices Specialist III

We are looking for a technical experienced Professional Services Specialist who is passionate about delivering a high-level custom service experience to our casino customers both onsite and virtually through a reliable internet connection. The ideal candidate must have a strong desire to learn, grow and share their knowledge regarding all areas of our products. You will be the face of Aristocrat Technologies while playing a key role in installing, configuring, training, supporting, and troubleshooting our casino management.

What You'll Do

• Install, support, and troubleshoot Oasis 360 Casino Management System software products.

• Meet with customer representatives to plan system access rights, and approval levels and enter system configurations.

• Install, configure, and troubleshoot 3rd party products including, but not limited to, printers, scanners, and card readers.

• Validate the proper operation of all equipment, system capabilities, and reports.

• Deliver classroom training on Oasis 360 Management System modules and partner products.

• Schedule post-installation meetings with Support, PMO, Product, and D&D to report software issues.

• Perform as a Subject Matter Expert, assist Project Management, upskill your peers, and define continual organizational growth.

What We're Looking For

• Associate degree in Computer Information Systems, Business Administration, or equivalent experience.

• 5-6 years experience in training, installing, supporting, and troubleshooting software products.

• Casino/gaming experience within technology or similar expertise.

• Must be able to handle multiple projects and tasks at one time and able to travel 17 days a month.

• Must be able to obtain occupational and vendor licenses in Aristocrat’s customer jurisdictions and obtain a Passport.

• Must display strong leadership skills and the ability to advise others.

Onsite Installation / Field Service Activities:

• Install, upgrade, convert, troubleshoot, repair, and/or de-install as necessary Oasis Gaming Servers, gaming controllers Gaming Machines, Signs, and Oasis hardware. Perform installation and configurations of database software

• Backup and restore data on customer-installed Oasis servers.

• Inventory all parts at the customer location upon arrival and review the machine mix to determine if all the parts have arrived and if any additional parts are needed.

• Coordinate efficient pre-staging and assembly of Oasis Hardware and staging of kits for implementation at the game.

• Troubleshoot network connectivity issues back to the switch.

• Responsible for the coordination of all installations and visitation schedules in conjunction with the Operations Manager, SDC, Project Administration Manager, and Project Management. Pre-plan, schedule and perform service activities assigned to geographic territory.

• Monitor service activities and service case escalation to ensure actions are taken to resolve the customer problem(s).

• Monitor geographically assigned field service activities (ONE LINK, and Oasis) to ensure they meet the instructions of the Service Operation Guide.

• Ensure Key Performance Indicators are monitored and obtained.

• Individuals should have strong communication skills and the ability to interact with all levels of management.

• Maintain inventory accuracy and follow proper parts inventory programs for customer accounts.

• Demonstrate advanced troubleshooting skills for Oasis Software, Hardware, and EGMs.

• Build Customer Advocacy for Aristocrat Products and Services by setting the standard in the gaming industry

Planning and Project Preparation

• Attend and participate in property kick-off meetings, weekly installation meetings, mid-point meetings & closeout meetings.

• Review and update scope documents and Contracts to determine which parts will be needed to complete the installation

• Help identify project risk with Project Management.

• Participate in hardware scoping.

Reporting and Project Review

• Review problems with the parts, installation, and staff performance with the Project Manager.

• Complete daily reports for the installation and forward to the Project Manager, Director of Project Management, and Project Administration Manager.

• Capture and document known issues and deliver to the Project Manager.

• Prepare and obtain hardware sign-off, Obtain RMA numbers for defective and unused equipment, and then prepare for shipment.

Employee Health & Safety (EHS) and Compliance - All employees are responsible for their safety and the safety of others. Therefore, all employees must:

• Participate fully in company health and safety programs and comply with all company OSHA policies and procedures.

• Follow all lawful employer safety and health rules.

• Wear and/or use Personal Protective Equipment, when and how instructed.

• Report hazardous conditions to management.

• Report any job-related injury or illness to management and seek treatment immediately.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

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

Pay Range

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.