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

Who we are?

With a team of over 6,000 passionate individuals, Light and Wonder is at the forefront of innovation in the gaming industry. Our three unique businesses units work seamlessly together to build cutting-edge technology, develop jaw-dropping digital gaming content, and support the success of iconic casinos, operators, and online gaming providers across the globe. 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 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.

The candidate must be based in the Hunter/Newcastle area. 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, provide support for Light and Wonder gaming equipment installed in the field

• Improve the customer journey, advocate, and test for implementation of digital tools to improve the customer experience

• Provide support to field operations including the 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,

• Strengthening 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, 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 experience gained 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 organisations

Workplace Health & Safety:

• Actively co-operate 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

• Ensure not to put self and others at risk

• Use and maintain equipment properly and ensure that the work area is free of hazards

• Report all incidents, injuries and near misses

• Report any hazard or accident to the supervisor or manager as soon as it becomes apparent

• 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 Linked in 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 recognises 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.

#LI-HYBRID

Qualifications