We're bringing joy to life through the power of play.
Las Vegas, NV

Service Delivery Coordinator at Aristocrat

| Las Vegas, NV +3 more | Remote
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Job Posting Title
Service Delivery Coordinator
The Service Delivery Coordinator (SDC) is responsible for managing the service delivery processes related to product installation, removals and associated work at casino sites in their designated region, while achieving customer satisfaction. The individual will work with both internal (BDE's, Field Service Technicians), external customers (Casinos) as well as external vendors (transportation carriers) to achieve this goal. The SDC is accountable for following appropriate business work flows in the Sales tool (Salesforce), ERP system (My Dynamics), the call management system (REMEDY) and scheduling tool (RETRIEVER), while working within any regulatory requirements and manpower requirements and limitations.
What You'll Do
  • Primary person contacting customers to schedule Aristocrat services to be performed at their casino. Is knowledgeable of manpower requirements, regulatory notifications, travel times for resources, and timeframes to complete designated services.
  • Utilizes Remedy (call management system) and Retriever (scheduling tool) to manage field resources.
  • Schedules all game transportation with outside carriers to move completed EGM cabinets to their final destinations. Cross-docking requirements are included in this requirement. Create and manage Purchase Orders when booking carriers.
  • Manages the Sales and ERP databases to ensure all stakeholders have the necessary information to manage the sales funnel and production requirements.
  • Handles all escalations and exceptions that arise during the service workflow and commercially created exceptions.
  • Create service requests in Remedy for installation, conversions, upgrades, special projects, and Game Removal Requests. (GDR) and ensure appropriate requests arematched up to Retriever.
  • Manage the game scheduling Pipeline and games forecast to ensure our commitments meet the monthly forecast. Escalates variance to key stakeholders. Become proactive to identify imminent jeopardy service situations and action the corrective business flow. Manage escalations and alert managers as needed.
  • Support field in maintaining remedy data sets, which include: product-owned databases, employee profiles, and customer information.
  • Participate in the sales business process. Maintain sales tracking databases with field operation supplied requirements.
  • Manage workflow for documentation and other required closure paperwork from the field to the sales organization to close out our performed service to internal groups.
  • Other duties and responsibilities may be assigned.

What We're Looking For
  • Must be self-motivated and able to handle more than one function at a time by being well organized.
  • Ability to deliver a well-coordinated work schedule, manage multiple projects, meet customer satisfaction goals, and achieve corporate objectives.
  • Ability to meet changing demands and adapt to frequently changing priorities.
  • Must be a self-starter, process-oriented, and comfortable working in an entrepreneurial environment.
  • Must be able to multi-task and work under pressure of deadlines.
  • Possess excellent customer interface skills and the ability to work with cross-functional groups with a variety of skill levels and expertise.
  • Must have strong communication skills, be able to work independently, and be team-oriented.
  • This position requires fluency in English, both written and verbal.
  • Ability to adapt to new environments and learn on the fly.
  • Time Zones preferred Pacific or Mountain
  • Position is remote eligible for highly qualified candidates

Why Aristocrat?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We're a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V
  • World Leader in Gaming Entertainment
  • Robust benefits package
  • Global career opportunities

Our Values
  • All about the Player
  • Talent Unleashed
  • Collective Brilliance
  • Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • Google CloudFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • Microsoft ProjectManagement
    • DocuSignCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • Salesforce CPQCRM

What are Aristocrat Perks + Benefits

Friends outside of work
Eat lunch together
Intracompany committees
Group brainstorming sessions
Open office floor plan
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Game Room
Some Meals Provided
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

An Insider's view of Aristocrat

What are some social events your company does?

The company has social events for all major holidays such our annual Christmas Party, Mardi gras, and Diwali where we get together as a group.

Chris Tisdale

Associate Architect

What projects are you most excited about?

I’m always most excited about the next one. With each new game we create we look to build upon previous success, implement learnings for new opportunities, and provide the player with a new or unique experience. It’s during this creation phase where we define the foundation of the game - the emotions we want players to feel while playing.

Kim Rogers

Director, Game Design – Studio 54

How has your career grown since starting at the company?

I’ve been able to access internal mobility early in my employment, finding a new role that suit my skills and my career goals.

Shannon Leyden

Product Manager

What's something quirky about your company?

If I tell someone I work at Aristocrat, then I get a funny look and a “what’s that?”. If I say I work for the company that makes the Buffalo Game, then instantly everyone knows what I am talking about. I get comments of “Buffaallloo” or “ I love that game.” Or “Oh that’s my favorite”.  

Liz Orola

Quality Assurance Manager

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