Service Support Parts Representative

At Aristocrat, we are dedicated to providing world-class gaming experiences through outstanding parts support. Our Service Support Parts Representative role is crucial in ensuring that every gaming environment remains flawless, engaging, and reliable. Join us in our mission to deliver accurate and efficient parts support, integrating responsiveness and operational rigor to achieve maximum customer happiness.

What You'll Do

• Apply D365 and Sales Force systems to locate and accurately order parts for all games and platforms while adhering to internal department SLAs.
• Analyze, classify, track, investigate, research, and resolve all parts support/service problems and issues.
• Accurately close all part orders and service tickets by entering data into D365 and meeting established deadlines.
• Facilitate timely, open, complete, and direct communication with customers, technicians, and other internal departments to ensure ordered/requested parts are sent within SLA timeframes.
• Ensure Aristocrat and customer expectations are aligned.
• Follow accurate paths for addressing blocking issues by coordinating with immediate supervisors, operations staff, and/or other departments to resolve reported problems within SLA.
• Coordinate the resolution of service issues involved in the repair of Aristocrat games.
• Apply customer support soft skills to maintain a positive working relationship between Aristocrat and its customers.
• Answer all incoming calls and provide professional customer support on a rotational basis.
• Handle issues with diplomacy, tact, and integrity.
• Raise critical issues to management in accordance with prescribed policies and procedures.

What We're Looking For

The ideal candidate will work within D365 and Sales Force to provide quotes, fill hardware parts and software requests, research part-related questions, and check inventory levels. They will follow specific departmental SLAs because all events have strict deadlines.

• High School Education preferred, or equivalent combination of education, training, and experience.
• 1+ years of experience in parts customer service or technical help desk.
• Customer service client skills which include an understanding and ability to reference service manuals and engineering drawings.
• Practical slot machine technical support experience preferred.
• Hands-on ability to use and demonstrate functional competence in MS Windows, Outlook, Excel, and MS Word.
• Experience preferred working with ERP, CRM, Knowledgebase, and incident reporting software.
• Ability to multi-task.
• Strong communication skills, able to work independently and be team-oriented.
• Ability to maintain confidentiality of information regarding the Company and Company products.
• Must qualify for a gaming card.

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate. Apply today and become a part of our ambitious team!

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. 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

Travel Expectations

Pay Range

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.

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.