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Technical Support Engineer

Summary

What you'll do

Aristocrat as the slot machine leader in Philippines is expanding its presence and have a newly established office where our business requires a leader to join the team. As a Technical Support Engineer-Macau & Technical Manager, you will provide technical support for Asia-Pacific customers.

We’re looking for experienced technical support engineers with strong troubleshooting ability and analytical skills, good customer relation skills, and drive to make things work. In this role, you will assist with Aristocrat system installations Update peripheral firmware, complete installation on EGMs, vendors, and associated peripherals for Asia-Pacific customers.

Day-to-day responsibilities include Asia-Pacific customers and vendors

Participate in regular training and skills refresher courses learn new products

On top of all technical update on Aristocrat products

Effectively manage technical issue for customers

Assist Technical Support Engineer - Macau & Technical Manager - Philippines with fault resolution cases

Log technical issues into Field Issue SharePoint site and use of Salesforce

Provide onsite and remote support for Philippines region

Visit customer premises to troubleshoot issues

Ensure a timely closure on outstanding issues

Install EGMs and associated peripherals for Asia-Pacific customers

Install EGMs in customer venues

Install link and system products

Hyperlink, Mystery, Vertex, ONE LINK and Oasis 360Assist with Aristocrat system installations Update peripheral firmware (e.g.)

SEI/Megamic, Jackpot controllers, Bank note acceptors, Printers, Graphics servers, Etc

Deliver parts to Manila customers

Pick-up faulty parts and deliver replacements for parts under warranty Test faulty parts when they are returned

Maintain and develop technical

Maintain relationships with key customer technical staff

Create Training Modules for customer and within the organization.

Provide training to customers and distributors

Regularly meet with venue technicians and key persons.

Comply with EH&S Policies

Ensure himself and colleagues abide by company and Government EHS regulations

Demonstrate EHS practices including EHS reporting

Ensure safe working practices for self and others and report any unsafe working practice

Zero Compliance breaches

Ensure Aristocrat products comply with Philippines

Technical Standards

No compliance breaches for non-compliant product

Report all non-compliant product to Technical Manager - Philippines

Gather Market Data

Assist Technical Manager - Philippines with collation of market data as required including new opportunities and expansions

Manage company supplied assets

Ensure all company supplied assets are managed and maintained, and all related procedures are followed

Old Game Kits Collection

Make sure to collect old game kits after a conversion event and submit the list to the team for validation and documentation

What we're looking for

• Electro-mechanical service experience (Electrical engineering preferred but not mandatory)
• Minimum 2 years, experience in electrical gaming machine servicing and repairs preferred
• Background or qualifications in computer support and/or computer network systems.
• Experience with Philippines Gaming Authority (e.g. PAGCOR) is a plus
• Must be physically capable of handling heavy equipment
• Ability to work in Philippines
• High degree of professional ethics and integrity
• Proven problem-solving ability and ability to adapt quickly to changing demands.
• Ability to contributes ideas for change and process improvement from own experience
• Proficient in both written and verbal English Skills
• High degree of professional ethics and integrity
• Know how to drive a car at least 3500kgs and with LTO code B2 Driver’s License.