Slot manufacturer Incredible Technologies announced the appointment of Miguel Peña Jr. as director of customer solutions, overseeing IT’s Customer Service and Field Service Tech departments. Peña will manage communication with all of IT’s customers from initial order to final installation.
Peña joins IT with nine years of experience in the gaming industry, most recently at Scientific Games. In his previous role, he led a global sales support team, coordinated cross-functional initiatives within the manufacturing supply chain, and worked directly with both commercial and tribal gaming markets. His experience in leading process improvement initiatives will be utilized to help strengthen IT’s procedures within the field service and customer service departments, along with a strong emphasis on providing all customers a positive experience.
“We’re very proud of the record growth we’ve experienced in recent years,” said Elaine Hodgson, President and CEO of IT. “With that growth comes the responsibility to continue to provide our customers the high level of service they’ve come to expect from us. I’m excited to welcome Miguel to our team and nurture the fresh perspective he brings. His years of gaming experience will surely serve him well in his new role, and we’re excited to watch his excellent leadership and strategic planning skills thrive at IT.”
In addition to adding Peña to the Customer Service team, IT has also re-calibrated and fine-tuned internal processes. The acquisition of a new CRM tool is expected to streamline customer interactions, as well as better position IT to manage its growing customer base and accompanying data.
