The Customer Service Training Manager provides management and oversight of all Customer Service Department training activities. This encompasses development and execution of all customer training activities including system implementations, product upgrades, follow up and supplemental customer training, as well as involvement in customer operational reviews and customer management workshops.
The Training Manager is responsible for close coordination with other departments to ensure (1) timely and successful completion of each project; (2) the highest level of customer satisfaction; and (3) the fulfillment of company goals and objectives set for each project.
Demonstrates proficiency in systems, gaming systems specifications, demonstrations, presentations, and verbal and written communications.
• Maintains an in-depth knowledge of the System and ongoing changes in order to ensure that the training staff is knowledgeable on all functionality and materials are up to date.
• Ensures company trainers are able to expertly and effectively communicate key information to customers as well as other company personnel. Ensures that training team members have basic customer service, class motivational, oral communication, and other skills required of professional trainers. Facilitates programs to maintain a high skill level.
• Determines the training needs of systems customers and employees and oversees the development of courses to meet those needs.
• Determines future course offerings to improve the technical knowledge of employees and to satisfy the customer demand for advanced training. Works closely with Technical Support to identify supplemental training requirements for existing customers to ensure high level of satisfaction.
• Responsible for ongoing slot and systems customer service staff product training, department on-boarding and orientation of new department employees.
• Responsible for developing and maintainin standards, meeting prescribed timelines, developing and meeting budgetary objectives, continuous improvement of department operations, developing strategic plans to meet company goals, and managing assigned staff.
• Creates a highly effective training team that conducts group and one-on-one training in the office and at customer sites. Assists the Sales Department with customer demonstrations.
• Maintains effective working relationships within department, company and with customer staff to ensure company objectives are achieved (operational, financial, and customer satisfaction). Ensures company objectives and customer expectations are aligned.
• Oversees training programs for each customer that will make best use of functionality purchased based on customer’s operating processes/procedures and industry best practices. Designs and executes programs that will consistently deliver a high level of measurable customer satisfaction.
• Assists and coordinates with Project Managers in the planning and execution of installations.
• Reviews and analyzes operations of customers to recommend the best use for key casino processes.
• Manages development on-site training programs including class agendas, manuals and related training materials (such as quick reference guides).
• Manages on-site classroom training by casino functional area in conjunction with conversion.
• Works with Customer Service department management and customers to continuously improve training processes. Responsible for written analysis of completed projects and identifying improvements for future implementations.
• Follows up with customers to ensure training was effective and customers are effectively utilizing products.
• Assigns regular testing and maintenance of the training database and peripherals to ensure it is current and in working condition.
• Educates the training staff regarding Systems support procedures and current bug-tracking applications in use (such as, PVCS-Tracker). Thoroughly prepares training staff members to assist with second-level support as needed.
• Manages the development and maintenance of training programs, data and materials for product upgrades and new version releases.
• Manages the ‘On-boarding’ and orientation programs for new employees in the Customer Service department designed to provide each employee with a basic fundamental understanding of the industry and the department or division’s business.
• Manages the ongoing ‘Product Knowledge’ program for the Systems group (Customer Service, Engineering, and Sales).
• Conducts and oversees the timely completion of employee evaluations.
• Work closely with Customer Support Manager to identify and solve operational and customer issues.
• Special projects as assigned.
• Maintains a high level of integrity and professionalism (in behavior, work performance and appearance) at all times.
• Travels to customer locations.
• Must be able to obtain and retain gaming licensure.
• Requires knowledge of Casino industry operations.
