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Support Engineer II

February 01, 2013 - April 01, 2013
Location:Las Vegas, NV
Salary Range:TBD
Exempt/Non-Exempt:Exempt
Benefits:Please see Benefit Page
Employment Type:Full Time
Department:Service
Description:The Support Engineer position is responsible for providing exceptionally high quality execution and customer satisfaction. This position works closely with Field Service, Customer Solutions, R&D, Mfg., Quality, Logistics, and Compliance to facilitate timely problem resolution.

This includes working with various functions within the Customer Solutions department:

•training,
•technology transfer,
•document generation and maintenance, and
•escalations

This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures. This will require a highly motivated individual, dedicated to deliver a best-in-class service experience to our customers.
Duties:•Represent Games Customer Solutions in Core Teams. Implement best practices in Product Development Process (PDP) and New Product Introductions (NPI) to ensure Customer Solutions is ready, trained, and capable of supporting new products.
•Responsible for input in the creation and maintenance of all Customer Solutions documentation; e.g. Service Manual, Installation Guide, Preventive Maintenance Guide, Troubleshooting Guide, etc.
•Manages customer escalations through to resolution, up to and including traveling on short notice to resolve issues at customer locations.
•Represents the voice-of-the-customer while working with R&D, Manufacturing, Software, Quality, etc. to provide solutions to our customers in a timely manner.
•Sponsor projects, provide pre-sales technical support, and builds relationships.
•The Support Engineering department will act as the key interface between the Customer Solutions Organization and the Commercial Segment, Manufacturing, Engineering, and Quality departments.
•Works individually, within teams, and leads cross-functional teams to manage projects.
•Assesses customers’ risks and needs and recommends appropriate service offering to proactively address.
•Manage the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.
•Conduct in depth analysis of all customer calls that are received and logged in CRM to proactively address trends that may affect customers.
•Creates and maintains Field Replacement Unit (FRU) list to ensure Field Service is able to order the necessary parts and that they have the correct inventory in company vehicles.
•Reports to Senior Manager, Support Engineering on any discrepancies or problems requiring resolution.
Qualifications:Bachelors degree required in Electrical/Electronics Engineering, Mechanical Engineering, Computer Science, related degree, or applicable military experience.

Over 3 years of Support Engineering, Technical Support, or Field Service experience.
Experience working within customer service methodologies required.

Ability to obtain licensing, gaming card, or other certifications required by regional gaming regulations. Gaming, electronic, or technical school certification. Computer experience and literacy a must. Proficient in Word, Excel, PowerPoint, Visio, Project, ERP, and CRM. Must be able to obtain and retain gaming licensure.


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