Service Delivery Coordinator – East

Video Gaming Technologies, Inc.

Remote, PA

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 and external customers, as well as external vendors to achieve this goal. The SDC is accountable for following appropriate business workflows 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.

  • Manage the game scheduling Pipeline and games forecast to ensure our commitments meets the monthly forecast. Escalates variance to key stake holders. Become proactive to identify imminent jeopardy service situations and action the corrective business flow. Manage escalations and alert managers as needed.

  • Manage workflow for documentation and other required closure paperwork from the field to the sales organization to close out performed service to internal groups.

  • Other duties and responsibilities may be assigned.

What We're Looking For
  • Minimum 2 to 3 years of customer service oriented experience.

  • 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, adapt to frequently changing priorities and learn on the fly.

  • 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.

  • 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.

Travel Expectations
Up to 25%
Pay Range
Pay Rate Type

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.