Product Support Technician

116 - Field Service - Admin Las Vegas, Nevada


AGS is a full-service designer and manufacturer of gaming products for the casino floor. The Company’s roots are in the Class II, Native American market, and it has recently expanded its product lines to include top performing slot games for the Class III commercial marketplace, as well as live felt table games and mobile gaming.

The 2015 acquisition of Cadillac Jack®, entry into the table games market, and the addition of a mobile gaming segment with the acquisition of RocketPlay, denote a dramatic expansion of AGS products. Increased slot titles and jurisdictional licenses have made AGS the second largest supplier of Class II games in the world and its presence in Class III casinos continues to keep the pace. The diverse line of table products can help casino operators find exactly what they need for any part of the pit and most are available to play for fun online. Last, but not least, the company aims to capture a whole new audience by offering its content through mobile gaming.

Here at AGS, we realize that a huge part of our success is attributed to the hard work and dedication of our people. We strongly believe that embracing change, empowering our employees, and building a positive team environment are of paramount importance in achieving even more success with limitless potential.

The Product Support Technician is responsible for planning and roll-out of new products to service, production and operations staff.   This planning includes developing and conducting training sessions, working with engineering, participating in and leading installations with both field service and production.

Key Responsibilities:
  • Develop and conduct training sessions for AGS’ Slot and Table Games products to service, production and operations staff as needed
  • Work with the Operations and Field Service teams to manage and plan training based on the sales forecast and new product roll-out
  • Address customer inquiries, resolve issues and proactively obtain customer feedback
  • Support engineering team members with product testing, installation and instructions
  • Establish service by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptance tests
  • Participate with new product due diligence, implementation and rollout of newly-acquired and company-developed products
  • Coordinate new product submissions to various gaming state agencies and perform a product overview and training for those agencies
  • Customer education - review orders with our customers and teach them the basics to use and enjoy their new service and equipment
  • Assist the Field Service Coordinators, Order Coordination and Compliance departments with resource identification and planning
  • Participate in and lead installation of new products to new territories; identify training opportunities and determine product-knowledge proficiency in those territories
  • Serve existing accounts by: analyzing work orders, planning daily travel schedule, investigating complaints, conducting tests, resolving problems
  • Work with Director of Service to establish service metrics based on different types of slot and table games products and service schedules required
  • Conduct site surveys for optimal equipment installation
  • Strong customer service skills: friendly, approachable and motivated with a strong work ethic and high degree of integrity
  • Update job knowledge by participating in educational opportunities
  • Willing to work flexible schedules including weekends, holidays and evenings if needed

Academic or Trade Qualifications:
  • High school diploma or GED required
  • College or technical/vocational school a plus
Work Experience and Skills:

5 years’ experience in field service or a technical training role in a gaming environment

  • Capable of creating an environment of support and accountability
  • Experience in building and working in a technical training atmosphere
  • Must be proficient with MS office products
  • Excellent verbal, written, organizational and communication skills
  • Advanced understanding and knowledge of mechanical and electrical systems
  • Effective and consistent communication methods and interpersonal skills in order to interact with all levels of management, employees, and customers
  • Work extended hours and/or varied shifts, including weekends and holidays
  • Ability to effectively communicate in English, in both oral and written forms
  • Ability to work under pressure and deadlines
  • Travel up to 50% domestically and 5% internationally
  • Ability to obtain licensing by tribal gaming commissions is required

Thank you for your interest in a position at AGS.  The best way to get your resume in front of the assigned recruiter and hiring manager is to visit the AGS Careers Page at http://www.playags.com/careers/ and apply directly to the position in which you are interested.

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.