Director of Field Service

Job Overview

Responsible for all field service operations. Provides direction, supervision, training and discipline to field service staff. Key components of the role is to develop policies and procedures for the field service team, manage the overall budget for the department and to create and publish KPIs to senior management as a method to measure the department’s success. The Director of Service will have Regional Service Managers as direct reports.

Responsibilities

• Build and manage the Field Service department’s budget
• Works with Regional Service Managers to evaluate headcount needs in region and staffs accordingly
• Assists in goal setting, skill enhancement and performance review activities for the Regional Service Managers
• Investigates and resolves any issues resulting from substandard performance
• Work with Human Resources to generate new policies and procedures for the department.
• Assist the Operations and Engineering team to ensure documentation and training are created and put into place for the field service technicians.
• Ensures company policies and procedures are followed by team members
• Provides training to Regional Service Management staff as needed
• Communicate with the customer on an as-needed basis as events are escalated.
• Identifies and resolves employee concerns/complaints
• Maintains positive and healthy relationship with various teams to ensure customer service effectiveness
• Work with all other departments as a delegate of Field Service.
• Conducts interviews and assists with hiring new professionals
• Demonstrates outstanding customer service through maintenance of high quality and integrity at work environment
• Updates job knowledge by participating in educational opportunities
• Develop Key Performance Indicators (KPIs) to measure the progress of the department and report to senior management.

Skills/Requirements

• High School Diploma or GED required
• Bachelor’s degree in business or equivalent experience preferred
• 10 years’ progressively responsible experience in field service in a gaming manufacturing environment
• Capable of creating an environment of support and accountability
• Experience in creating and maintaining departmental budgets.
• Previous leadership and management experience especially within a field service team and/or remote employees
• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
• Experience in building and working in a team atmosphere
• Knowledge in all facets of field operations leadership and management
• Proven history of developing and coaching direct reports
• Transferable management skills
• Ability to interact and communicate effectively with technicians, support staff, and valued customers
• General knowledge of mechanical and electrical terminology and practices
• Track record for delivering results in operations, developing others, retaining high-performers, creating a positive, trusting work environment, and safety.
• Must be proficient with MS office products and possess the ability to learn related sales or service software tools
• This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Physical Requirements / Work Environment

• Full-time / 40 + Hours per week. Must be flexible to work some overtime, including evenings, weekends and Holidays.
• While in an office environment, must be comfortable working in a cubicle with limited working space for long hours with the ability to remain seated at computer terminal for extended periods.
• Extreme repetitive motion using keyboard, mouse, telephone.
• Must maintain professional, courteous demeanor during times when customers may be irate, impolite and/or irrational.
• This position also requires both short and long distance travel. Travel could require commuting in a car for a full day when visiting different territories for customer visits, attend installations or follow up with AGS employees. It is also common for this position to travel via plane for either short flights or longer distances requiring layovers.

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

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer