Gaming:
Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
Who we are?
With a team of over 6,000 passionate individuals, Light and Wonder is at the forefront of innovation in the gaming industry. Our three unique businesses units work seamlessly together to build cutting-edge technology, develop jaw-dropping digital gaming content, and support the success of iconic casinos, operators, and online gaming providers across the globe. We are now seeking a highly skilled and experienced Customer Experience Manager to join our team.
Job Summary:
The Regional Field Service Manager’s key objective is to deliver exceptional technical service and sales support to regional customer network.
You will be the primary point of contact for the allocated regional LNW customers, third-party agents, and contractors, ensuring a quality service.
This is a field-based role working remotely, travel away from home and travel interstate will be required.
Duties and Responsibilities:
Act as a key contact with customers and agents, provide support for Light and Wonder gaming equipment installed in the field
Improve the customer journey, advocate, and test for implementation of digital tools to improve the customer experience
Provide support to field operations including the scheduling, completion of work and reporting of any work carried out, including game conversions
Maintain, drive and implement robust technical standards, and improve systems / workflow processes for regional customers,
Strengthening LNW brand presence while collaborating with Marketing and Sales to drive event activations in the region
Provide support to customers and agents in product development, facilitate training, consult with third-party contractors
Knowledge, Skills and Abilities:
Strong technical aptitude with exceptional leadership skills
The ability to apply analytical reasoning and diplomacy when problem-solving
The ability to meet demanding deadlines and work without supervision
The ability to understand, interpret and prepare financial data
A good understanding of engineering change request processes, quality and commercial requirements
Strong stakeholder engagement and negotiation skills
Experience in Microsoft Office Suite and an ERP system such as Navision
Experience, Education and Qualification:
5-7 years’ experience in service / operations management experience gained in the gaming industry or similar
A valid driver’s license is required
To hold and maintain various gaming technical licenses across jurisdictions
Working Conditions:
The work conditions are representative and typical of similar jobs in comparable organisations
Workplace Health & Safety:
Actively co-operate and comply with the company’s WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace
Ensure compliance with safe work practices
Ensure not to put self and others at risk
Use and maintain equipment properly and ensure that the work area is free of hazards
Report all incidents, injuries and near misses
Report any hazard or accident to the supervisor or manager as soon as it becomes apparent
Advise your manager if you do not believe you have the skills, training or equipment to safely perform your duties
Our values:
We uphold Integrity
We never Settle
We celebrate Perspectives
We dare to be Bold
Win as a Team
All the good stuff:
Hybrid work structure *where appropriate
Company Paid Parental Leave
Free onsite parking
Free onsite gym
Access to Linked in Learning Suite
Fruit baskets/Cheese Toasties
Novated Car Lease
Volunteer Program
Rewards & Recognition Program
EAP Program
Fun and Inclusive culture
A workplace where you belong:
Light and Wonder are committed to creating an inclusive, positive, and safe environment where our Creators feel valued and respected. Celebrating diversity not only enriches the workplace but also promotes innovation and understanding amongst our Creators. Light & Wonder recognises the importance of embracing diversity and actively encouraging applications from candidates from all backgrounds.
When you apply, let us know any reasonable adjustments you may need during the interview process so we can accommodate you.
Australia
