Service Support Parts Representative

Aristocrat Technologies•Las Vegas, NV

2d•Onsite

About The Position

At Aristocrat, we are dedicated to providing world-class gaming experiences through outstanding parts support. Our Service Support Parts Representative role is crucial in ensuring that every gaming environment remains flawless, engaging, and reliable. Join us in our mission to deliver accurate and efficient parts support, integrating responsiveness and operational rigor to achieve maximum customer happiness.

Requirements

Work within D365 and Sales Force to provide quotes, fill hardware parts and software requests, research part-related questions, and check inventory levels.
Follow specific departmental SLAs because all events have strict deadlines.
1+ years of experience in parts customer service or technical help desk.
Customer service client skills which include an understanding and ability to reference service manuals and engineering drawings.
Hands-on ability to use and demonstrate functional competence in MS Windows, Outlook, Excel, and MS Word.
Ability to multi-task.
Strong communication skills, able to work independently and be team-oriented.
Ability to maintain confidentiality of information regarding the Company and Company products.
Must qualify for a gaming card.
This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

Nice To Haves

High School Education preferred, or equivalent combination of education, training, and experience.
Practical slot machine technical support experience preferred.
Experience preferred working with ERP, CRM, Knowledgebase, and incident reporting software.

Responsibilities

Apply D365 and Sales Force systems to locate and accurately order parts for all games and platforms while adhering to internal department SLAs.
Analyze, classify, track, investigate, research, and resolve all parts support/service problems and issues.
Accurately close all part orders and service tickets by entering data into D365 and meeting established deadlines.
Facilitate timely, open, complete, and direct communication with customers, technicians, and other internal departments to ensure ordered/requested parts are sent within SLA timeframes.
Ensure Aristocrat and customer expectations are aligned.
Follow accurate paths for addressing blocking issues by coordinating with immediate supervisors, operations staff, and/or other departments to resolve reported problems within SLA.
Coordinate the resolution of service issues involved in the repair of Aristocrat games.
Apply customer support soft skills to maintain a positive working relationship between Aristocrat and its customers.
Answer all incoming calls and provide professional customer support on a rotational basis.
Handle issues with diplomacy, tact, and integrity.
Raise critical issues to management in accordance with prescribed policies and procedures.