Senior Manager, Customer Support

We are currently seeking a Senior Manager, Customer Support to join Konami Gaming!

The Senior Manager, Customer Support is responsible for providing a supporting role to Field Operations on the mission and principles of the Konami Gaming, Inc. and Customer Service organization, including managing specific programs and projects to be compliant to the current business practices and ensuring that high quality technical support and installation services are provided to customers.

This position is a professional managerial position involving work of a complex nature. The manager is responsible for providing support to the customer service organization, managing multiple projects, meeting customer satisfaction objectives, and achieving corporate goals with the ability to meet changing demands and to adapt to frequently changing priorities.

Konami's Perks and Benefits!

• Competitive Wages.
• Annual discretionary bonus!
• 401(k) plan with generous company match up to 15% of your salary contributed.
• Comprehensive employee health and welfare benefits package - Health, Dental, Vision, Voluntary plans, and more!
• 12 Company paid Holidays and generous Paid Time Off (PTO) with rollover.
• Tuition reimbursement program.

What will you be doing?

• Develops detailed and comprehensive plans to strengthen an area of business that may be under performing with input from the Senior Director of Field Operations.
• Ensures timely and effective resolution of customer problems and issues. Ensures calls/cases are properly received, logged and tracked until resolution. Ensures calls/cases are resolved within targeted SLAs.
• Tracks, compiles, and reports on all metrics for Customer Service and Scheduling department sand ensures productivity targets are achieved.
• Primary point of escalation for critical and/or time sensitive customer issues. Engages required resources to resolve critical issues.
• Ensures all installs are scheduled and executed in a timely and efficient manner.
• Ensures all Sales Orders are entered in a timely fashion.
• Ensures CS parts inventory is correct and maintained.
• Conducts frequent service audits and reviews on Reoccurring Revenue product line. Tracks and maintains records on all Participation games. Verifies Invoicing by third party vendors
• Conducts Service Operation Guide reviews in conjunction with the Field Service Managers.
• Responsible for training documentation and delivery for all field service staff.
• Provides Pre-Install support for KGI products (primarily Reoccurring Revenue) for an error free installation.
• Support may include field visits, training recommendations, special customer considerations, etc.
• Assists in rolling out special programs or service initiatives to the field. Conducts field presentations or internal meetings as needed.
• Works with department, company and customer staff to continuously improve customer support operations and develop and maintain the highest level of customer satisfaction. Participates and/or leads quality improvement teams to drive process or product improvement.
• Collaborates with sales and other KGI teams resulting in the achievement of strategies and other internal company goals.
• Manages specific customer service programs to meet the desired outcome and goal.
• Ensures Field Service staff is properly licensed for all calls and that appropriate flexibility is maintained by the department.
• Carries out supervisory responsibilities in accordance with Konami Gaming, Inc. Technology, Inc.'s policies and applicable laws.
• Maintains a high level of integrity and professionalism (in behavior, work performance and appearance) at all times.
• Works on special assignments or projects that are critical in nature to meet revenue/profit goals, customer satisfaction issues, timeframes, and other business goals unrelated or related to core responsibilities.
• Ensures the health, safety and welfare of all employees, visitors and contractors within area of control.
• Ensures all relevant sections of the Health and Safety Management plan are implemented and understood.
• Consults with team on any proposed changes that may affect occupational health and safety at the workplace.
• Assesses and reviews the effectiveness of the OSHA Management System and ensures appropriate corrective actions are implemented.
• Ensures accident/incident investigations are conducted to determine causes and takes appropriate corrective action as required.
• Ensures injured workers are rehabilitated and an early return to the workplace is achieved.
• Ensures compliance with all relevant health and safety legislative requirements.

What skills and expertise do you bring to the job?

• Associate degree (AA) preferred or applicable military or work experience.
• 5+ years of experience in service delivery management or service manager role.
• Gaming experience preferred.
• Experience in a call center environment preferred.
• Basic knowledge of scheduling of technicians or other individuals with Customers.
• Intermediate understanding of Microsoft Office products and Excel.
• Ability to communicate professionally and efficiently, verbal and written with all levels of the business.
• Must be able to obtain and maintain gaming licensure(s).

About Konami Gaming, Inc.:

For Players. For Operators. For Each Other.

We all create important wins, that become big wins for us as a company. Come join the Konami family and help bring the 'Born from fun' technology and entertainment to people around the world!

Konami Gaming, Inc. entered the US gaming market in the 2000s and we've spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we've garnered our share of awards and established a corporate culture of success and innovation.

A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.

Konami Gaming is an Equal Opportunity Employer committedto diversity in the workplace.All qualified employees and applicants will receive consideration for employment without regard torace, color, religion, sex, sexual orientation, age, national origin, disability, marital status, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

If you need a reasonable accommodation because of a disability for any part of the employment process, please call 702-616-1400 and let us know the nature of your request and your contact information.