REQ11886 Manager, Gaming Technical Services (Open)

POSITION SUMMARY:

The Manager, Gaming Technical Services is responsible for technical operations including preventative maintenance, repairs, conversions, installation and upgrades to all Gaming Machines and other gaming equipment.

The Gaming Machine Technical Manager is responsible for the development of a positive staff culture that reflects company objectives and the management of staff issues such as counselling, disciplinary action and effective implementation of the Performance Management System.

PRIMARY RESPONSIBILITIES:

People

Develop a culture that promotes and maintains a high level of morale amongst the team and develops positive working relationships with all related departments. Build an environment where staff can develop personally and professionally, fostering a harmonious workplace and ensuring that they would be recognized for their consistent contribution towards attaining departmental and company goals. Treat all staff with respect and fairly. Ensure absenteeism and staff turnover are maintained at a reasonable level. Effectively manage staff counselling and disciplinary action in accordance with Casino Policies & Procedures and departmental Performance Standards. Ensure completion of Performance Management processes.

Customers

Actively manage staff to ensure a high standard of service is delivered in line with departmental Service Standards. Promote the importance of positive customer relations. Ensure a safe and clean environment for Gaming Machine customers. Deliver a quality customer experience, in a welcoming and entertaining environment, providing value and always conducted with integrity.

Technical Operations

Maximise the productivity of technicians and other contractors ensuring that all repair configurations/installations and maintenance are completed in a timely manner with minimal EGM downtime and disruption to the operations of the Gaming Machine Department. Maintain the slot accounting database and related system configurations in addition to overseeing the administration of Casino Electronic Gaming Machines, spare parts and other gaming equipment and tables games equipment. Develop and oversee systems and processes for maintaining the integrity of the systems and applications as well as all machines functioning, including verification of configurations and EPROM testing. Develop extensive PM programs for all GM & TG related equipment and systems, in addition to inventory system.

Gaming Machine & Table Games Product  

Develop a sound working relationship to enhance dealings with manufacturers/external suppliers ensuring maximum service to Casino. Inspect and test new software, hardware, and Gaming Machines for use at Casino. Report new faults and other relevant information to manufacturers as required.

Tables Games products & equipment test, maintain, supports and services toward vendors and coordination with internal various department, ie Table Games Department and etc

Information

Satisfy Management requests for information by continually updating and displaying an extensive knowledge of:

Software UpdatesSystem UpgradesGaming Machine & Table Games MovesNew ProductsSpare Parts & Usage

Communication

Ensure smooth and efficient operations by continual liaison with Analyst, Gaming Machine, Table Games, Technicians, Operations and Player’s Club regarding all aspects of the technical operation.

Contractor Controller

Ensure that Contractors/Suppliers are provided with the necessary Contractor OSH information and that contractors provide the required documentation to comply with of Casino’s Occupational Health and Safety Policy and Procedures

Report Writing

Produce reports on all facets of the technical operation and were requested to ensure a full understanding of department compliance.

Policies and Procedures

Act in accordance with Departmental and Company policies and procedures and Macau DICJ controls and regulations

KEY PERFORMANCE INDICATORS:

Successful hiring and training of departmental employeesAccurate and timely completion of installation programs for both GM & TG related systems and GM & TG hardware.Maintaining department expenditure within budget constraintsDevelopment of comprehensive training program for all members of the technical teamAccurate and timely completion of machine moves, conversions, and configurations, in addition to system changes, updates and configurations.Maintaining integrity of GM and TG assets, including system, jackpot, and machine configurations.Maintaining a loyal and motivated team of technicians

QUALIFICATIONS:

Experience

Over 5 Years in a Supervisory or Management RoleExperience in a Gaming Machine & Table Games Venue or CasinoExtensive exposure to technical operationsExtensive system experience essential

Education

Electronics and/or IT tertiary qualification preferable

Skills / Competencies

Sound command of English in both oral and written formsCantonese and/or Mandarin an advantageAstuteSelf SufficientThoroughFocusedEfficientEnthusiasticApproachableTeam PlayerArticulateFlexibility