Customer Support Manager |
| February 27, 2012 - June 27, 2012 |
| Location: | Las Vegas, NV |
| Salary Range: | TBD |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | Please see benefit Page |
| Employment Type: | Full Time |
| Department: | Customer Service (Games)-550200 |
| Description: | This position is responsible for providing a supporting role to Field Operations on the mission and principles of the Konami Gaming, Inc. and Customer Service organization.
This includes managing specific programs and projects to be compliant to the current business practices and ensuring that high quality technical support and installation services are provided to customers.
Professional managerial position involving work of a complex nature. The manager is responsible for providing support to the customer service organization, manage multiple projects, meet customer satisfaction objectives, and achieve corporate goals.
Ability to meet changing demands and to adapt to frequently changing priorities.
Expected to be a self-starter, work independently, matrix manage through field resources and be comfortable working without administrative support in an entrepreneurial environment.
This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.
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| Duties: | Develops detailed and comprehensive plans to strengthen an area of business that may be under performing with input from the Director of Field Operations.
Ensures timely and effective resolution of customer problems and issues. Ensures calls/cases are properly received, logged and tracked until resolution. Ensures calls/cases are resolved within targeted SLAs.
Tracks, compiles and reports on all metrics for Customer Service and Scheduling departments and ensures productivity targets are achieved.
Primary point of escalation for critical and/or time sensitive customer issues. Engages required resources to resolve critical issues.
Ensures all Installs are scheduled and executed in a timely and efficient manner.
Ensures all Sales Orders are entered in a timely fashion.
Ensures CS parts inventory is correct and maintained.
Conducts frequent service audits and reviews on Reoccurring Revenue product line. Tracks and maintains records on all Participation games. Verifies Invoicing by third party vendors
Conducts Service Operation Guide reviews in conjunction with the Field Service Managers.
Responsible for training documentation and delivery for all field service staff.
Provides Pre-Install support for KGI products (primarily Reoccurring Revenue) for an error free installation.
Support may include field visits, training recommendations, special customer considerations, etc.
Assists in rolling out special programs or service initiatives to the field. Conducts field presentations or internal meetings as needed.
Works with department, company and customer staff to continuously improve customer support operations and develop and maintain the highest level of customer satisfaction. Participates and/or leads quality improvement teams to drive process or product improvement.
Collaborates with sales and other KGI teams resulting in the achievement of strategies and other internal company goals.
Manages specific customer service programs to meet the desired outcome and goal.
Ensures Field Service staff is properly licensed for all calls and that appropriate flexibility is maintained by the department.
Carries out supervisory responsibilities in accordance with Konami Gaming, Inc. Technology, Inc.s policies and applicable laws.
Maintains a high level of integrity and professionalism (in behavior, work performance and appearance) at all times.
Works on special assignments or projects that are critical in nature to meet revenue/profit goals, customer satisfaction issues, timeframes, and other business goals unrelated or related to core responsibilities.
Ensures the health, safety and welfare of all employees, visitors and contractors within area of control.
Ensures all relevant sections of the Health and Safety Management plan are implemented and understood.
Consults with team on any proposed changes that may affect occupational health and safety at the workplace.
Assesses and reviews the effectiveness of the OSHA Management System and ensures appropriate corrective actions are implemented.
Ensures accident/incident investigations are conducted to determine causes and takes appropriate corrective action as required.
Ensures injured workers are rehabilitated and an early return to the workplace is achieved.
Ensures compliance with all relevant health and safety legislative requirements.
Performs other duties as assigned. |
| Qualifications: | Associates Degree (AA) in Electronics, or related field, or equivalent combination of education and experience.
Five to eight years of experience in service delivery management or service manager role. Experience in a call center environment is preferred but not required. Basic knowledge of scheduling of technicians or other individuals with Customers. Gaming experience a plus.
Ability to obtain licensing, gaming card, or other certifications required by regional gaming regulations. Gaming, electronic, or technical school certification. |
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