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Sr. Technical Support Engineer

Location: 

Las Vegas, NV, US, 89113

Requisition ID:  7872

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees. 

 

IGT is committed to fighting the COVID-19 pandemic. All newly hired employees at IGT must receive the final dose of the COVID-19 vaccine before they begin work unless they are approved for medical or religious accommodation.

Overview

The Technical Support Engineer is responsible for supporting the customer by interfacing with Support Services, Product Management, Development and the Sales organization. It is the objective and responsibility of the Technical Support Engineer to understand assigned customer’s business and field perspectives to create and implement necessary communication channel(s) between the customer and key stakeholder within IGT. The Technical Support Engineer works within the Support Services organization to resolve cross functional issues that impact supportability on currently installed IGT products, work with Support Services to provide root cause analysis and identify technical training needs of the customer as it related to IGT products and services.  The Technical Support Engineer meets regularly with the customer to provide feedback to Product, Product Management and Services so that the same problems are not encountered in future product releases and programs.  It is the responsibility of the Technical Support Engineer to understand when issues and opportunities exist and provide related information directly back to the business unit for resolution and/or input into the product life cycle management as well as for portfolio, marketing and services planning and program decisions.

Responsibilities

• Customer's single point of contact for IGT technology
• Enables “Personalized” Services
• Improve the efficiency and effectiveness of technical communication in and out of IGT
• Ensures customers are maximizing their use of IGT Systems
• TAM’s build confidence in technical decision making, through a special understanding of the customers architecture and operating environments
• Reduce downtime by relying on someone to internally prioritize IGT efforts during major incidents  
• Increase uptime by recommending system health check, tune up, and optimization efforts.  
• Reduce operational risk by proving input to strategic and tactical planning efforts  
• Identifies any training/knowledge needs 

Qualifications

• Bachelor's degree or equivalent required 
• Minimum 8 plus years’ experience in related gaming technology and market experience; operator experience a plus
• Ability to establish trusted advisor relationships
• Excellent interpersonal and presentation skills to effectively articulate the features and functions of the company’s products and provide effective customer demonstrations
• Ability to compose and deliver formal technical presentations, as needed
• Technical and operational background sufficient to understand the technologies and technical issues involved with company’s product offerings and service solutions
• Strong customer focus with excellent analytical problem-solving skills along with the ability to manage and resolve solutions to complex technical issues
• Able to assist in the development of successful implementation plans and lead customers through them
• Excellent listening, oral and written communication skills with ability to consult and guide stakeholders as needed
• Highly motivated , hands on personality with a strong ownership mentality
• Ability to multitask and work independently toward business goals
• Proven ability to gain cooperation of cross functional teams and provide strong leadership skills
• Strong organizational and time management skills
• Ability to present and establish value of the business proposition to all levels of the organization and to the customer
• Thorough understanding of Product/Project Management fundamentals
• Ability to travel up to 50% of the time, throughout North America as required

Keys to Success

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

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, 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 sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.
IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.


Nearest Major Market: Las Vegas