Description

Position Title: Product Support Supervisor

Description

Job Overview

The Product Support Supervisor oversees the Product Support Specialist team, ensuring consistent performance, development, and alignment with company goals. This role provides direct supervision, coaching, and guidance to the Product Support team while fostering a culture of accuracy, accountability, and continuous improvement. Key responsibilities include building and maintaining the Product Support knowledge base, managing personnel scheduling, and reviewing team activitiessuch as installations and phone supportfor quality and completeness.

Responsibilities

• Develops workflows and defines duties for Product Support Specialists, including remote installation support, in-house troubleshooting, and phone support.
• Ensures company policies and procedures are followed by team members
• Assists in interviewing and hiring new Product Support Specialists
• Be the liaison between Product Support and TAC when escalating issues for investigation.
• Oversee phone support workflow to ensure technicians are being assisted in a timely manner.
• Works in AGS ticketing system to determine the disposition of each incoming service request.
• Establishes goals, facilitates skill development, and conducts performance reviews for the Product Support team.
• Maintains and enhances the Product Support knowledge base, ensuring accurate and accessible information for AGS customers.
• Participates in Tier 1 customer support calls to identify recurring issues, drive training improvements, and recommend product changes to engineering.
• Ensures team compliance with company policies, procedures, licensing requirements, and facility protocols.
• Build and maintain collaborative relationships across departments to strengthen customer service delivery.
• Plans, coordinates, and manages team assignments to balance workloads and maximize efficiency.
• Delivers outstanding customer service by fostering a high-quality, integrity-driven work environment.
• Enhance professional knowledge through ongoing learning and development opportunities.
• Communicates directly with the Technical Assistance Center (TAC) to escalate and resolve field-identified issues.

Skills/Requirements

• High School or GED required
• Associate or bachelor's degree in business or equivalent experience preferred
• 3 years' progressively responsible experience in field service in a gaming manufacturing environment
• Capable of creating an environment of support and accountability
• Previous leadership experience, especially within a customer support team and/or remote employees
• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
• Experience in building and working in a team atmosphere
• Knowledge in all facets of support team leadership and management
• Experience in coaching direct reports
• Transferable management skills
• Willing to work flexible schedules including weekends, holidays and evenings if needed
• Ability to interact and communicate effectively with Product Support, technicians, support staff, and value customers
• General knowledge of mechanical and electrical terminology and practices
• Track record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safety
• Must be proficient with MS office products and possess the ability to learn related sales or service software tools
• This position may require registration with the Nevada Gaming Control Board {NGCB} and/or other gaming jurisdictions in which we operate

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

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

AGS is an equal opportunity employer.


Equal Opportunity Employer, including disability/protected veterans

PI280624955