Deployment and Field Service Technician

Cartamundi East Longmeadow LLC•Erlanger, KY

8d•Remote

About The Position

Join the worldwide leader in playing cards and in “play” solutions. Play is what keeps us going, and it always has been our greatest motivation. That's why we live different, play different. The Deployment and Field Service Technician – Casino Electronic and Digital Services will coordinate and support USPC’s electronic and digital offerings by way of managing customer (B2B Casino) deployments and field service needs. Primary responsibilities include learning all aspects of electronic and digital products offered by USPC and Cartamundi’s global partners and be a customer-facing product expert. What you’ll do as a Deployment and Field Service Technician: Arrange and attend new product deployments at customer sites Coordinate deployment from start to finish. Main contact at USPC for product deployment internally and externally. Work with 3rd party Table Games integrators as necessary to ensure a seamless deployment Lead the product install and training at customer site Direct 3rd party field support resources Manage relationship with 3rd party field support and deployment resources Handle schedules, purchase orders, invoices and gaming license requirements for these resources. Engage in field service calls Attend field warranty service check-ups as directed Conduct field service work as needed or directed Provide technical Sales Support Support sales team with upfront selling needs Customer Satisfaction Focus resources – time, effort and creativity – to guarantee customer delight Establish and report service level metrics for Casino Electronic Products Customer Retention Demonstrated ability to anticipate customer needs Enabling the team to maintain 99% retention rate of existing customers as measured by YoY sales $. Support the team to meet or exceed business process quality goals Project Management Meet scheduled project timelines Coordinate the schedules of various parties to ensure a seamless customer experience

Requirements

Bachelor’s degree
5-7 years technical customer service experience/sales assistance
Light electromechanical background
An expert in deploying within secure IT network systems at customer site and be able to confidently and competently engage with that stakeholder segment
Strong organization skills and attention to detail - Ability to prioritize and respond to changes in demands and customer needs, accurately and quickly.
Willing to adhere to gaming license requirements which can include extensive background checks and disclosure of personal data
Ability to obtain a passport if one has not already been issued
Experience using Salesforce or similar CRM to log and report product data and customer interactions
Effective uses of ERP system such as SAP, and MS Office: Excel, Word, PowerPoint, Outlook e-mail for reporting and communication.
Ability to analyze data including tracking inventory, order quantity, timeline planning and has basic understanding of key business metrics and terms. (Price, Margin, Discounts, invoice, purchase order)
Ability to create summary reports
Ability to make advanced level decisions relative to changing customer needs

Responsibilities

Arrange and attend new product deployments at customer sites
Coordinate deployment from start to finish. Main contact at USPC for product deployment internally and externally.
Work with 3rd party Table Games integrators as necessary to ensure a seamless deployment
Lead the product install and training at customer site
Direct 3rd party field support resources
Manage relationship with 3rd party field support and deployment resources
Handle schedules, purchase orders, invoices and gaming license requirements for these resources.
Engage in field service calls
Attend field warranty service check-ups as directed
Conduct field service work as needed or directed
Provide technical Sales Support
Support sales team with upfront selling needs
Customer Satisfaction
Focus resources – time, effort and creativity – to guarantee customer delight
Establish and report service level metrics for Casino Electronic Products
Customer Retention
Demonstrated ability to anticipate customer needs
Enabling the team to maintain 99% retention rate of existing customers as measured by YoY sales $.
Support the team to meet or exceed business process quality goals
Project Management
Meet scheduled project timelines
Coordinate the schedules of various parties to ensure a seamless customer experience

Benefits

Great pay
Bonuses, including referral and performance
Climate controlled facility
401(k) with dollar for dollar company match up to 6%
Health, dental, and vision insurance starting day one
HSA (Health Savings Account) with company contribution and FSA (Flexible Spending Account)
Company paid Life insurance amount of 1x your annual salary
Company paid Short-Term and Long-Term Disability
Paid time off
Paid holidays
Tuition reimbursement
Monthly engagement activities and giveaways
Employee discounts on daycare, gym memberships, travel, and much more!