Summary

The person in this position is responsible for system configuration, customer support, maintenance and installation of system products. This position will be the front line interface to the customers on all systems issues

Duties

• Provides customer support to the system customers
• Provides routine preventative and service maintenance support for all system products
• Provides installation and modification support for all products and systems supported. To include all hardware (Player Terminals) in the field
• Thorough understanding of functions and operation of system products
• Assists in identifying systems, component or equipment failures and coordinates corrective action in cooperation with other company or vendor groups
• Completes required maintenance records in an accurate, concise and clear manner
•  Functions as a Client representative and develops and ensures positive customer relations and professional service support for systems and products supported
• Develops and maintains current knowledge of Bally's business capabilities, products and services
• Oversees and maintains repair parts inventory to provide cost effective and timely service repair or modifications to Bally systems and hardware
• Provides on call, 24 hour, 7 days a week support when designated as the on call representative
• Adheres to established workmanship standards, policies and procedures of field operations
• Analyzes operational difficulties and gathers information to isolate causes of failure or problems
• Answer customer questions on system capabilities, reports and operations
• Ability to travel both domestically and internationally up to 50 to 75%, will need to work overtime and weekends when needed.

Training and/or Experience:

• Four years or more of engineering experience
• Must have strong working knowledge of Windows Servers
• Trained or experience in electrical/communication hardware and troubleshooting
• Five or more years of Gaming or equivalent experience

Knowledge, Skills and Abilities:

• A strong working knowledge of SQL
• Strong knowledge of software architecture and programming a plus
• Extensive knowledge of IP networking and principles including Hubs, switches and routers
• Demonstrated knowledge of PC operating systems, digital equipment components and their discrete parts
• Strong interpersonal and communication skills
• Must be able to obtain a gaming license
• Must have acute color perception
• Ability to lift 50 pounds with appropriate equipment and/or assistance from another person
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Ability to manage issues requiring problem resolution and conflict management
• Ability to work with others to accomplish business objectives
• Basic Microsoft Office skills

Education

• Bachelor's or Associate's Degree/Equivalent in Computer science or related field of study or equivalent experience

Physical Requirements: Heavy