Job Summary:

Responsible for the overall organization and management of the Technical Department; manages and coordinates all activities and personnel relating to the installation and maintenance of Video Lottery terminals (VLTs) and service calls. Ensures staff compliance with company and departmental policies and procedures. Provides efficient and courteous service to customers. Maintains and supports effective staff and customer relationships.

 Qualifications & Experience:

• Bachelor’s Degree in Management or similar qualification. Relevant experience of five (5) or more years may be considered in absence of such qualification.
• Certificate in computer operations (MS Office suite) from accredited institution.

• Certification in technical or mechanical training from a recognized institution and a minimum of seven (7) years’ experience in a technical capacity, or three (3) years’ experience in slot machine installation.

 Special Job Skills & Knowledge Requirements:

• Extensive knowledge of electronics, operation of video lottery machines, operation and procedures of installation.
• Understanding of route communication systems and ability to assist in troubleshooting systems.
• Ability to identify major components of gaming machines.
• Experience in computer or mechanical repairs.
• Ability to use basic hand tools.
• Effective management skills.
• Ability to write routine reports and correspondence.
• Ability to speak effectively to groups of customers or employees.
• Excellent customer service.
• Sound verbal, written and listening communications.
• Good working knowledge of island and parishes; knowledge of Agent locations.
• Effective time management.
• Appropriate valid drivers’ license for operating a vehicle.
• Must own or have access to an insured vehicle to perform tasks. 

 Essential Duties and Responsibilities:

• Manages the workflow of Technicians and Dispatchers to ensure work is completed in a timely manner and customers and Agents are satisfied with the level of service provided.
• Visits all newly installed CAGE and Agent locations to ensure proper installation of gaming equipment before signing off on job completion.
• Collaborates effectively with support departments (Agent Development and Retention and Marketing) to ensure service standards are maintained for current and the foreseeable needs.  
• Coordinates all technical resources required, and forecasts and manages resources effectively to ensure 98% of all VLTs are operational at all times.
• Manages, stores and accurately records all departmental inventory. Maintains an accurate record/log of the usage or allocation of all inventory specifically all terminal, parts and equipment.
• Liaises with the Director of Engineering on equipment management, reorder levels and technical issues as required.
• Informs the General Manager of operational issues, as appropriate.
• Ensures Technicians’ and Dispatchers’ compliance with corporate and departmental policies and procedures.
• Continuously reviews, updates and implements departmental policies and procedures to maximize efficiencies.
• Manages and maintains company’s vehicle fleet.
• Consults HR and /or the General Manager on employee disciplinary matters. Manages all departmental employee disciplinary issues promptly and executes disciplinary procedures as required.
• Notifies the General Manager and Human Resources Manager of major incidents promptly and follow up with the required reports.
• Conducts on the job training and re-training of Technicians and Dispatchers and recommends additional training as required.
• Conducts monthly departmental meetings or as required.
• Ensures that the Technicians are effectively coordinated in zones and team meetings are held regularly for feedback and to communicate any exceptions and problems with Agents to ensure continuous and up-to-date flow of information.
• Prepares weekly and monthly departmental reports.
• Reconciles weekly timesheets and submit to the Human Resources Department.
• Assists with recruitment of staff for the Operations Department.
• Prepares employees’ work plans and conducts employee evaluations.
• Performs any other job-related functions as required to ensure or facilitate the effective and efficient operations of the company.