Associate Resource Scheduler

The Retailer Care Center Specialist position will be responsible for managing the SLA report, manage logistical reporting while creating new logistical reporting by area, manage inventory of all equipment found at a retailer location, customer support to Ohio State Lottery Agency (OSLA), assist field service staff with troubleshooting problems and field activities, manage late penalties, and maintenance and distribution of consumable products as it pertain to the equipment.

This position will have high visibility to the customer and internal staff, along with all levels of management. This position will report to the Senior Field Service Manager.

• Create, maintain, and distribute the SLA report to the Ohio Lottery as per contract
• Create and manage logistical reporting for the Ohio jurisdiction
• Terminal Movement Schedule - Coordinate delivery, removal and relocation schedule for all regions of Ohio. Assist with development of new process and implementation.
• As it pertain to Service Level Agreement reports (SLA), review the call queue for all service call activity, provide late-call reports, review late call justification and assist Field Service Managers with all facets of the report.
• Monitor call-queue – Traffic flow, accuracy and call assignments, accuracy in priority levels, and management of queue to minimize SLA’s, and collaborate with Dispatch on any call-queue discrepancy.
• Provide level one support to customer and site for escalated retailer issues.
• Provide reports and statistics and in some cases, statistical analysis of various data types including retailer sales, PM schedules, Technician schedules, communication types and associated issues, service calls review, chronic retailer management, asset management, and consumable management. Each member of the RCC must be proficient with the use of Smart Services and associated applications, i.e., Business Intelligence reports, Dynamic Scheduling Engine (DSE) etc.
• Assist with field schedule management.
• Proactive Programs:
  Assist with development and implementation of all programs related to Field Operations.
  • Chronic Retailer Management
  • Service Call Follow Up
  • Terminal Performance
  • Staff Performance
  • Work with the Global Service Center (GSC)
• Information distribution:
  Act as a point of contact for lottery personnel and site personnel as it relates to Field Operations. Assist with development of communication plans to Field, site, GSC and OH Lottery personnel.
• GSC Liaison:
  Act as point of contact for OH site for all GSC related activities.
• Assist with developing documentation for various new and existing programs as necessary

• An Associate's Degree in related field or 1-3 years of equivalent experience.
• Must have strong communication and interpersonal skills.
• Must be proficient in Microsoft Office
• Intermediate computer software and hardware knowledge.

• Able to prioritize multiple projects.
• Ability to convey thoughts, ideas, and materials to all departments.
• Ability to develop and maintain positive working relationships.
• Ability to compile and analyze statistical information.
• Ability to quickly learn and understand new technologies.
• Ability to work with all levels of management.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Scientific Games, LLC and its affiliates (collectively, "SG") are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.…