Gaming:
Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
With a team of over 6,000 passionate individuals, Light and Wonder is at the forefront of innovation in the gaming industry. We are now seeking a highly skilled and experienced Customer Experience Manager to join our team.
Job Summary:
The Regional Field Service Manager’s key objective is to deliver exceptional technical service and sales support to the regional customer network. You will be the primary point of contact for the allocated regional LNW customers, third-party agents, and contractors, ensuring a quality service. This is a field-based role working remotely, travel away from home and travel interstate will be required.
Duties and Responsibilities:
- Act as a key contact with customers and agents, providing support for Light and Wonder gaming equipment installed in the field.
- Improve the customer journey, advocate, and test for implementation of digital tools to enhance the customer experience.
- Provide support to field operations including scheduling, completion of work, and reporting of any work carried out, including game conversions.
- Maintain, drive and implement robust technical standards, and improve systems/workflow processes for regional customers.
- Strengthen LNW brand presence while collaborating with Marketing and Sales to drive event activations in the region.
- Provide support to customers and agents in product development, facilitate training, and consult with third-party contractors.
Knowledge, Skills and Abilities:
- Strong technical aptitude with exceptional leadership skills.
- The ability to apply analytical reasoning and diplomacy when problem-solving.
- The ability to meet demanding deadlines and work without supervision.
- The ability to understand, interpret, and prepare financial data.
- A good understanding of engineering change request processes, quality, and commercial requirements.
- Strong stakeholder engagement and negotiation skills.
- Experience in Microsoft Office Suite and an ERP system such as Navision.
Experience, Education and Qualification:
- 5-7 years’ experience in service/operations management in the gaming industry or similar.
- A valid driver’s license is required.
- To hold and maintain various gaming technical licenses across jurisdictions.
Working Conditions:
- The work conditions are representative and typical of similar jobs in comparable organizations.
Workplace Health & Safety:
- Actively cooperate and comply with the company’s WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace.
- Ensure compliance with safe work practices.
- Report all incidents, injuries, and near misses.
- Advise your manager if you do not believe you have the skills, training, or equipment to safely perform your duties.
Our values:
- We uphold Integrity.
- We never Settle.
- We celebrate Perspectives.
- We dare to be Bold.
- Win as a Team.
All the good stuff:
- Hybrid work structure *where appropriate.
- Company Paid Parental Leave.
- Free onsite parking.
- Free onsite gym.
- Access to LinkedIn Learning Suite.
- Fruit baskets/Cheese Toasties.
- Novated Car Lease.
- Volunteer Program.
- Rewards & Recognition Program.
- EAP Program.
- Fun and Inclusive culture.
A workplace where you belong:
Light and Wonder are committed to creating an inclusive, positive, and safe environment where our Creators feel valued and respected. Celebrating diversity not only enriches the workplace but also promotes innovation and understanding amongst our Creators. Light & Wonder recognizes the importance of embracing diversity and actively encouraging applications from candidates from all backgrounds.
When you apply, let us know any reasonable adjustments you may need during the interview process so we can accommodate you.
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