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Logistics Coordinator III

Location: 

Las Vegas, NV, US, 89113

Requisition ID:  4293

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to Interactive and Social Gaming. With operations in more than 100 countries and a team of over 12,000 employees, we deliver world-class gaming and lottery technology.

Responsibilities

This position is responsible for providing first line point of contact to coordinate all scheduled activities with emphasis on meeting quarterly and annual targets. This position will at times act as the communication liaison working with all involved departments to ensure IGT and the customer’s goals are met. This position will respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required.
The position performs additional tasks or projects to improve overall productivity, efficiency and level of service, as assigned This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.

  • Facilitates prompt, open, complete and direct communication with customers while coordinating IGT installations, removals, conversions, PM’s, etc. Ensure IGT and customer expectations are aligned.
  • Service processes include, creating service cases for service calls, track service tickets and follow through to ensure customer satisfaction.
  • Coordinates all field service activities including special projects as directed by immediate supervisor, and in collaboration of all other departments where necessary.
  • Conducts ongoing planning based upon sales forecast, field service capacity, and customers’ logistical requirements, such as lead time, property access, truck sizes allowable, and jurisdictional compliance requirements.
  • Works to ensure monthly, quarterly, and annual revenue recognition is met by scheduling activities within the specified timeline required.
  • Works with Field Service Management to ensure proper tech skill levels are assigned and proper number of technical labor resources are dispatched to ensure commitments are met.
  • Uses SAP to create and administer equipment delivery for the field installation of IGT products and systems. Coordinates delivery of products to match customer requested delivery date.
  • Utilizes SAP reports and refers to spread sheets provided by business Ops to ensure that KPI’s and standards are maintained and target goals achieved. Updates SAP database as required for tracking and reporting. Manages special projects assigned.
  • Prepares FAQ's, upgrade notes, how-to documents and other basic support documents.
  • Effectively utilizes customer support soft skills (e.g., utilizes the art of persuasion, negotiating, turning a negative into a positive, active listening, handles difficult issues with tact and professionalism, etc.) to maintain a positive working relationship between IGT and its customers and partners.
  • Consistently updates all customer scheduling service activities in SAP in alignment with SLA’s, utilizing the proper SAP codes to reflect the status of all deliveries and installations.
  • Takes ownership over sign administration including, processing sign installation requests and removal transactions in SAP, process sign movements, process material scrap reports, track sign rework, and refurbishment activities.  
  • Updates SAP on machine transfers, installations, conversions, software changes, revoked software replacement, and other activities involving premium merchandise and serialized or peripheral equipment.
  • Analyze, classify, track, investigate, research and resolve assigned service installation issues in a timely, effective manner. Follows through to problem resolution.
  • Properly escalates and communicates customer affecting issues to the correct IGT personnel and creates incident reports in JIRA to escalate technical issues for engineering.
Qualifications

Education:

  • Associates/Bachelors Degree with emphasis in a technical field is preferred or a comparable combination of experience and education. Degree or certification in Gaming-related field highly preferred

 
Work Experience:

  • At least 1 - 3 years of experience in customer service, help desk, and/or Scheduling support.  Experienced working with SAP, CRM, Knowledgebase, and Portal applications. 

 
Computer / Technical Skills / Job Specific Skills:

  • Proficient understanding of Microsoft Office products, ERP, and CRM.  Technical client service skills which include working knowledge of gaming products.  Excellent written and verbal communication skills.  Capability of learning new software applications quickly.
Keys to Success

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

 

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In addition to a competitive benefits package, we offer generous time-off plans, a 401(k) Savings Plan with Company contributions, tuition reimbursement, on-site fitness center and cafeteria, and free identity theft insurance to name a few.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming.  For more information, please visit www.igt.com.