Service Delivery Coordinator

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

• 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.

…