.job posting titleservice delivery coordinator, latamsummarythe 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, odc), and external customers (casinos) to coordinate services and achieve goals.
the sdc is accountable for following appropriate business work flows in the call management system (remedy) and scheduling tool (retriever), while working within any regulatory requirements and manpower requirements and limitations.what you'll dofield coordinationprimary person contacting customers to schedule aristocrat services to be performed at their casino.knowledgeable of manpower requirements, regulatory notifications, travel times for resources, and timeframes to complete designated services.handles all escalations and exceptions that arise during the service work flow.resource managementutilizes remedy (call management system) and retriever (scheduling tool) to manage field resources.prepares travel itineraries from concur for fst and communicates arrangements.downloads inventory for services that require additional parts needed from local office stock.actively participates in sales weekly meetings to provide visibility to services on the field.it toolscreate service requests in remedy for installation, conversions, upgrades, special projects and game removal requests.
(gdr) and ensure appropriate requests are matched up to retriever.
*support field in maintaining remedy data sets, which include*: employee profiles, and customer information.manage workflow for documentation and other required closure paperwork from the field to the operations organization to close out our performed service to internal groups.additionalother duties as assigned.employee health & safety(ehs) and complianceall employees are responsible for their personal safety and the safety of others.
therefore, all employees must:participate fully in company health and safety programs and comply with all company osha policies and procedures.follow all lawful employer safety and health rules.wear and/or use personal protective equipment, when and how instructed.report hazardous conditions to management.report any job-related injury or illness to management and seek treatment promptly.what we're looking formust have basic verbal and written communication and customer service skills.knowledgeable in logistic operations within the region.demonstrate problem resolution skills and the ability to learn.experience working with it tools.working knowledge of digital electronics.familiarity with networking technologies and troubleshooting.plan and is well organized.understand the business environment and needs