What are the responsibilities and job description for the Product Support Manager position at AGS LLC?
Job Summary
The Product Support Manager oversees both the Product Support and Technical Training teams, 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 activities—such as installations and training—for quality and completeness. Additionally, the position plays an active role in technical training by developing training materials, supporting customer education, and maintaining the customer portal.
Responsibilities
- Develops workflows and defines duties for Product Support Specialists, including remote installation support, in-house troubleshooting, and phone support.
- Establishes goals, facilitates skill development, and conducts performance reviews for the Product Support team.
- Collaborate with Technical Trainers to design and deliver training for AGS Slot and Table Games products to Field Service, casino technicians, Product Support, TAC, and operations staff.
- Supports the creation and maintenance of the Field Service training tracker and oversees technician advancement testing.
- Maintains and enhances the Product Support knowledge base, ensuring accurate and accessible information for AGS customers.
- Identifies new technical enhancements (hardware and software) and communicates updates to Field Service to ensure proper setup, maintenance, and repair procedures.
- 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.
- Contributes to new product due diligence, implementation, and rollout activities for acquired or internally developed products.
- 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 and 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
- 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.
