Product Trainer II

Overview

The Hardware Product Trainer is an individual that specializes in learning, understanding, and teaching (via hands-on / demonstration) the installation, service and troubleshooting of Electronic Gaming Equipment, and associated peripherals in the field. This customer facing role will travel domestically and internationally to deliver training in support of gaming equipment. This person will also conduct distance learning classes using video equipment. This position will collaborate with a large field service organization, project management, engineering, and external customers to address logistical and content challenges as it relates to training deliveries and support. This position will require an understanding casino gaming floor operations to be demonstrated over time. Learning new products and maintaining knowledge of an expanding product line will be an ongoing requirement. This product trainer position will operate out of IGT’s Egg Harbor Township, NJ office location and will require a candidate who is comfortable being part of a geographically distributed team.

Responsibilities

* Conduct hands-on technical training classes related to the installation and repair of IGT’s lottery and gaming hardware products for internal and external customers using established, hands-on instructor-led training, mentoring, and testing programs.
* Participate in and contribute to the development of new training programs in support of new technologies and products.
* Assist Course Developers and Technical Writers in the design and development of training documentation and content
* Support customers by learning customer-specific requirements to enhance training programs.
* Track all training and testing data, provide status reports and training wrap-up reports to management.
* Attend training classes and work with Product Support teams as required to enhance expertise relevant to job activities and to achieve certification based on department standards.
* Assists with the creation and delivery of field services performance improvement programs
*Facilitate Remote Training Sessions using MS Teams and utilizing Remote Training Equipment (Cameras, Capture Cards, Streaming Software Applications, Lighting)
* Maintain and Manage Training equipment and assigned inventory
* Assists Product Support in documenting and testing new technologies/products.
* Participate in special projects that have a clear link or benefit to training, as assigned.
* Performs additional duties and responsibilities as assigned.

Qualifications

* Bachelor’s degree or combination of experience and education required
* Demonstrated ability to troubleshoot and service electronic and electromechanical equipment.
* 3-5 years of experience working in a Casino or Gaming environment installing, troubleshooting, and maintaining equipment required
* Must be able to travel up to 70% of the time 
* Technical aptitude, professional presentation skills, and superior customer service skills required
* Ability to obtain required licensing documents and approvals for domestic and international travel required
* Experience with Microsoft Windows and Office 365 (Teams, Excel, Word, PPT, and Outlook)
* Effective communications skills (listening, constructive feedback, conflict resolution, writing, presentation)
* Ability to multi-task and deliver upon request.

Preferred Qualifications:
* 3-4 years of experience in customer service and experience in training
* Experience with instructional design is a plus.
* Experience with course development and training methodologies for technical content preferred.
* The ability to exercise judgment within defined procedures and policies.
* Keen ability to analyze customer-specific requirements and tailor training accordingly.
* Effective communicator who can collaboratively and frequently connect with several project teams, corporate development groups, site personnel and customers.

Special requirements needed:

• Security Investigation
• Ability to Travel
• Able to stand an eight-hour shift
• Must be at least 21 years of age
• Able to obtain and maintain Gaming Licenses
• Valid driver license and clean driving record
• Able to lift 50 lbs or more
• Pass a background check

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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