Service Quality Engineer

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

The person in this position provides quality assurance support to Field Service, Operations, Product Quality, Engineering, Project, and Product Management programs to ensure that the services and products are provided in accordance with all customer and service requirements while maintaining exemplary Service Quality support.

Essential Job Functions:

• Support New Product Introduction and launch activities including identification of customer and Field Service expectations, post-mortem reviews, reliability analysis, design reviews, evaluation of test programs, packaging, and material handling.
• Analyze and manage post-install Quality and process compliance metrics, perform periodic reviews to evaluate results, and recommend action plans to close gaps in the Field Service workflow.
• Collaborate with Product and Operations Quality in the investigation, containment, and mitigation of recurring or critical quality problems raised from Quality Incident Report. Includes support in implementing resolutions of corrective action requests.
• Delivers Service Quality interface and expertise to proactively ensure requirements are understood and satisfied, including assisting in complaint resolution and issuance of corrective action measures.
• Develop and evaluate statistical data, process compliance, and product performance to recommend and implement improvements in targeted areas.
• Support Field Service Management organization relative to the collection and analysis of quality and customer service data providing expertise to assist service management teams and customers with product and process quality requirements.
• Understand Gaming Regulatory requirements, violations or issues, and assures that product features meet requirements.
• Drives quality improvement efforts internally and externally and communicates benefits realized to upper management.
• Essential duties listed above are not meant to be an all-encompassing list. Service Quality Engineer must have the ability to execute on additional responsibilities as they arise.

Qualifications:

Training and/or Experience:

• At least 3 years of experience in supplier, customer, or manufacturing quality engineering.
• Experience working with electrical, electro-mechanical, or mechanical assemblies is required.
• Casino/Gaming experience preferred.
• Practical knowledge of Six Sigma principles. Green Belt or Black Belt certification is a plus

Knowledge, Skills and Abilities:

• Understanding of problem-solving methods, i.e. 8D and the associated statistical tools used to analyze problems, evaluate, and complete improvement projects.
• Knowledge of Lean Manufacturing and Process Variation Reduction (Six Sigma) concepts and tool sets as they relate to process/product variability, and root cause and corrective action determination.
• Proficient understanding and interpreting engineering specifications, mechanical drawings, and/or electrical schematics
• Solid interpersonal skills and effectively work with various levels within the organization and with peers at customer sites or at regulatory agencies.
• Demonstrated ability to lead/coordinate projects with cross-functional teams.
• Knowledge of inspection methods in the design, fabrications, and production of electronic equipment.
• Working knowledge of Microsoft Office.
• Effective written and verbal communication skills including presentations.
• Highly adept with testing techniques and methods.
• Familiar with recognized Quality Assurance Standards AS9100, ISO 9001, AS9102.
• Ability to provide customers with excellent service and support.
  

Education:

• BS degree, preferably BSEE or BSME, or equivalent experience.

Physical Requirements:

Work Conditions:

• The work conditions are representative and typical of similar jobs in comparable organizations.

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W 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. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

L&W is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.