MTO Service Support Representative

The MTO Support Representative tracks processed orders via a Material Transfer Order (MTO), for refurbished or new parts for technician vans or remote warehouse sites throughout the ATI technicians’ fleet. The MTO support representative will oversee all process transactions for all customer requests for MTO. This person will work directly with the Quality, Service, Parts, and Purchasing departments, identifying non-conformances, improvement initiatives, and cost savings opportunities. The MTO Specialist will interact directly with customers via email and telephone. Assess the MTO process and provide monthly feedback to management. This person must ensure that customer interests and satisfaction are maximized while company interests, including cost control, are addressed in the most favorable and balanced manner. Manage existing work queue to team metrics, quality standards, and compliance requirements.

What You'll Do

• Manage field product (Class II and Class III) MTO process.

• Initiating discussion on MTO.

• Answering customer calls, Emails, and Chat requests from customers regarding specific MTOs.

• Providing great Customer Service and resolutions to all requests that are received through the communication lines.

• Process owner for all customer requests for material transfers for repair or replacement.

• Data Entry of tracking information provided to the customer.

• Set Customer expectations and maintain customer relationships through the MTO process, providing status and expectation setting.

• Daily review of MTO order backlog via Agent Console in Remedy System and D365, including analysis of MTO daily report

• Work directly with Operations Groups receiving personnel on MTO to correct discrepancies with MTOs processed.

• Other duties as assigned.

What We're Looking For

• High School Education preferred, or equivalent combination of education, training, and experience.

• Requires two years in a Customer Service Role.

• Prior experience in inventory control preferred, in a manufacturing facility, and an ERP work order management system is desired

• Prior experience operating in a heavily regulated environment

• Proven ability to function well under pressure

• Ability to multitask

• Must be able to read, write, speak, and understand English.

• Must have strong communication skills, be able to work independently, and be team-oriented.

• Advanced knowledge of sales order and configuration systems

• Demonstrated organization skills and attention to detail

• Advanced knowledge of Microsoft Excel, Word, and Outlook

• Ability to maintain confidentiality of information regarding the Company and Company products

• Must qualify for a gaming card

• This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Pay Range

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information:

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.