Product Support Manager

Job Description

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

Note : All offers are contingent upon successful completion of a background check and drug screen

AGS is an equal opportunity employer.