Casino Services Functional Manager
Job Duties and Responsibilities: Responsible for a New York City-area Casino Services Facility.
Responsible for all IGT Product Installation, Preventative Maintenance and Service throughout the planned and operational New York Lottery (Yonkers, Aqueduct, Monticello) and potential Native American sectors in southeastern New York.
Direct Management and Supervision of the staff and the day-to-day Service Operations and functions including Installation Services, Customer Support Services, Technical Support Services and Service Parts.
Serve as the local focal point for Customer Order Commitments, Customer Service Relations and Overall Customer Support Scheduling/Planning.
Ensure maximum Effectiveness and Productivity of assigned Staff.
Ensure proper Manpower Availability, Training, and Allocations.
Identify Engineering Problem discovered after gaming installation, Direct and Coordinate the appropriate rework and Provide Feedback to company functions (as required).
Responsible for Developing and Executing all areas of the Functional Budget.
Provide Career Track and Personal Counseling for staff.
Determine Training Requirement and Coordinate with the Training Program Staff in Planning, Implementing and Evaluating Course Results.
Coordinate, Direct and Allocate Business Management Activities, Functions, Administration, Personnel Resources and Financial Support Requirements.
Coach lower tier supervisors.
Communicate and Coordinate with Internal and External Customers regarding Production, Game Completion, and Planned Installation Requirements and Dates.
Qualifications: 10+ years Management experience and/or Equivalent Combination of Education of and Experience.
Extensive Personnel Management Experience required.
Service and Operations and Technical Services Background a must.
Proven experience in Continuous Business Process Improvement a must.
Proven track record in Managing and Solving Customer Service Problems a must.
Experience in Developing Problem Resolution Systems and Problem Resolution Technology desired.
Both Business Management and Technical Skill Orientation preferred.
Ability to Respond to Common Inquiries or Complaints from Customers, Regulatory Agencies, or Members of the Business Community.
Ability to Effectively Communicate and Present Information Management.
Ability to Develop and Work with Service Metric of performance and a mathematical statistics.
Ability to Apply Concepts such as fractions, percentages ,ratios, and proportions to practical situations.
Ability to Define and Identify Problems, Collect Data, Establish Facts, Provide Solutions in mathematical or diagram form and Deal with several abstract and concrete variables.
Must be Customer Service Oriented, have a Strong Customer Service Presence, and possess Excellent Oral and Written Expression skills.
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