Candidatul Ideal
The Service Director will be responsible for overseeing and enhancing the efficiency of the technical department. This role involves managing technical support teams, ensuring high levels of customer satisfaction, implementing process improvements, and assisting in strategic decision-making. The ideal candidate will have strong leadership abilities, deep technical expertise, and a commitment to delivering excellent service.
Key Qualifications & Skills:
• Bachelor’s degree in Engineering, Computer Science, or a related field.
• Minimum 7 years of experience in technical support, with at least 5 years in a leadership role.
• Proven ability to manage and develop high-performing teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and interpersonal skills.
• Experience with SAP - PM-CS and SD modules.
• Ability to handle high-pressure situtions and resolve conflicts efficiently.
• Fluency in English and Romanian (other languages are a plus).
Descrierea jobului
1. Leadership & Strategy:
• Assist the Technical Director in managing and leading the technical support team.
• Develop and implement support strategies to improve service delivery and operational efficiency.
• Ensure alignment between customer support operations and business objectives.
• Identify key performance metrics and drive continuous improvement.
2. Customer Support & Service Excellence:
• Oversee customer support processes and ensure timely issue resolution.
• Manage escalations and work closely with clients to enhance satisfaction.
• Maintain a proactive approach to problem-solving and ensure excellent service delivery.
• Monitor customer feedback and implement necessary process changes.
3. Team Management & Development:
• Lead and mentor the customer support team, ensuring continuous professional development.
• Conduct regular training sessions to enhance technical skills and service quality.
• Manage workforce planning, recruitment, and performance evaluations.
4. Technical & Process Improvement:
• Work with R&D and other technical teams to address and resolve product-related issues.
• Develop and refine troubleshooting guides, FAQs, and knowledge base documentation.
• Introduce innovative solutions to streamline workflows and enhance productivity.
5. Compliance & Reporting:
• Ensure compliance with industry standards and internal policies.
• Maintain detailed records of support operations and generate reports for senior management.
• Analyze data and trends to optimize technical support efficiency.
Descrierea companiei
Founded in 2002 and headquartered in Bulgaria, Euro Games Technology (EGT) has always prided itself on a reputation of being amongst the most progressive companies in the global gaming industry. Its main focus is the development, production, sales, and technical support of a diverse range of products. Today its global distribution network includes dealerships in 25 countries and most of its portfolio models are installed in over 85 jurisdictions in Europe, Asia, Africa, North, Central, and South America. EGT’s headquarters and manufacturing facilities are spread across 7 buildings of around 51,448 sq. m and its team includes over 2,100 employees. Within the main product scope of the company are the high-performing and trendy slot gaming machines, the thrilling mystery and progressive jackpot systems, the diverse and ever-enriching library of multigame mixes, the highly effective VLT, and casino management systems. Apart from its core slot business Euro Games Technology has established the subsidiaries EGT Multiplayer, specialized in multiplayer solutions; EGT Interactive, serving exclusively the iGaming market; EGT Digital, focused on all online gaming verticals, including sports, betting, and lottery; and EGT Steel Production that makes the housings and all metal components for the slot cabinets. Every year numerous new products and games are released by all affiliates of EGT, building on its 360-degree portfolio. Every year EGT takes part in numerous international exhibitions. The company’s technical achievements and key product novelties are presented each year at some of the most prestigious international gaming exhibitions, like ICE London, G2E Las Vegas, G2E Asia, Peru Gaming Show, FADJA Colombia, SAGSE Argentina, ExpoJoc Valencia, Irish Gaming Show, Fer-Interazar Madrid, Indian Gaming Show, Entertainment Arena Romania, Belgrade Future Gaming, BEGE Expo Sofia, ICE Africa, etc. The company’s products are certified by various international regulatory agencies and testing laboratories, including GLI and SIQ. Euro Games Technology is a member of the Gaming Standards Association (GSA), the Association of Gaming Equipment Manufacturers (AGEM), the Bulgarian Chamber of Commerce and Industry (BCCI), and the Bulgarian Gaming Association (BGA). The company has obtained international certificates from various regulatory agencies and testing laboratories, including GLI, SIQ, and BMM, assuring the compliance of its products with the requirements of many different jurisdictions. EGT has implemented a quality management system according to ISO 9001:2015 that is certified by Lloyd’s Register Quality Assurance and achieves operational excellence also thanks to the enterprise resource planning software SAP. We inform you that through your application submitted for this position, you express your consent to the processing of personal data contained in your resume. We also inform you that under Law 677/2001 on Personal Data Processing, you have the right to information, the right to access/update your personal data, the right to oppose at any time the processing of personal data, and request the deletion of your information from our databases. www.egt-bg.ro
