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Product Support Technician Las Vegas, NV

Date Posted: 5/9/2019

Job Snapshot

Job Description

The Product Support Technician is responsible for the installation of and training on new gaming products (both slot and progressive table games) at casino locations throughout North America.  The position also includes the planning and rollout of the new products to service, production and operations staff.   This planning includes developing and conducting training sessions, working with engineering, participating in and leading installations with both the Field Service and Production teams.


  • Develop and conduct training sessions for AGS’ Slot and Table Games products to service, production and operations staff as needed
  • Work with the Operations and Field Service teams to manage and plan training based on the sales forecast and new product rollout
  • Address customer inquiries, resolve issues and proactively obtain customer feedback
  • Support engineering team members with product testing, installation and instructions
  • Establish service by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptance tests
  • Participate with new product due diligence, implementation and rollout of newly-acquired and company-developed products
  • Coordinate new product submissions to various gaming state agencies and perform a product overview and training for those agencies
  • Customer education - review orders with our customers and teach them the basics to use and enjoy their new service and equipment
  • Assist the Field Service Coordinators, Order Coordination and Compliance departments with resource identification and planning
  • Participate in and lead installation of new products to new territories; identify training opportunities and determine product knowledge proficiency in those territories
  • Serve existing accounts by: analyzing work orders, planning daily travel schedule, investigating complaints, conducting tests, resolving problems
  • Work with Director of Service to establish service metrics based on different types of slot and table games products and service schedules required
  • Conduct site surveys for optimal equipment installation
  • Strong customer service skills: friendly, approachable and motivated with a strong work ethic and high degree of integrity
  • Update job knowledge by participating in educational opportunities
  • Willing to work flexible schedules including weekends, holidays and evenings if needed


Job Requirements

  • High school diploma or GED required; college or technical/vocational education a plus
  • 5+ years’ experience in field service or a technical training role in a gaming environment
  • Ability to obtain licensing in multiple jurisdictions where we conduct business
  • Travel up to 50% domestically and 5% internationally
  • Capable of creating an environment of support and accountability
  • Experience in building and working in a technical training atmosphere
  • Must be proficient with MS office products
  • Excellent verbal, written, organizational and communication skills
  • Advanced understanding and knowledge of mechanical and electrical systems
  • Effective and consistent communication methods and interpersonal skills in order to interact with all levels of management, employees, and customers
  • Work extended hours and/or varied shifts, including weekends and holidays
  • Ability to effectively communicate in English, in both oral and written forms
  • Ability to work under pressure and deadlines


Note: All offers are contingent upon successful completion of a background check and drug screening.

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer.