Field Service Lead

The Field Service Lead assists the Regional Service Manager or Field Service Supervisor with administrative support and technician scheduling. This role also functions as a project manager for critical work order projects, ensuring the install process is followed from pre-install to post-install. Responsibilities include auditing technician activity, coordinating local projects, interacting with compliance officials, and maintaining asset databases. The position requires flexibility for non-standard hours, including evenings, weekends, and holidays.

Must Have

• Assist Regional Service Manager/Field Service Supervisor with administrative support and technician scheduling
• Function as project manager for critical and high-profile work order projects
• Has administrative responsibility within company systems (Field Service ticketing tool, Corporate ERP)
• Perform routine audits of technician service activity
• Coordinate and supervise local projects for all customer work orders
• Ensure install process is followed from pre-install to post-install
• Allocate time blocks and activity assignments for technicians
• Interact with local Compliance officials and ensure technicians observe facility protocols
• Oversee local casino paperwork
• Supervise real-time maintenance of published assets
• Audit accuracy of asset database and create corrective action plans
• Conduct and compile site surveys
• Perform site surveys at new Class II or Class III locations and liaise with IAA
• Complete all reports and paperwork in a timely manner
• Demonstrate excellent customer service skills
• Be mechanically inclined and able to use hand tools
• Have thorough understanding of Company appearance standards for assets
• Have good working knowledge of customer's policies and procedures
• Work as a team player/leader/motivator
• Work well with the Technical Assistance Center (TAC) and escalate issues
• Provide detailed reports to Company management
• High School diploma or GED required
• Basic project management skills
• Obtain licensing approval by tribal and/or state gaming regulators
• Be flexible to work full-time (40+ hours), including overtime, evenings, weekends, and Holidays

Good to Have

• Prior gaming experience
• Technical certification(s) relating to work on computers and PCs
• Experience with large installs/removals/theme changes
• Knowledge of Microsoft Office suite (Word, Excel, Project, etc.)
• Knowledge of working with progressive controllers, servers and other networking devices
• Knowledge of the difference between Class II and Class III
• Basic understanding of AC/DC electronics
• Highly developed problem solving skills
• Understanding networking with CAT5 and fiber
• High proficiency in multi-platform installs/upgrades/theme changes

Job Summary

The Field Service Lead position combines administrative support and project management. This position is responsible for assisting the Regional Service Manager or Field Service Supervisor in day-to-day activities in regards to administrative support and technician scheduling. The position will function as the project manager for critical and high-profile work order projects. The Field Service Lead position does not work standard set hours as work activities may occur throughout a 24-hour day, 7 days a week, including holidays.

Responsibilities

• Has administrative responsibility within company systems such as the Field Service ticketing tool and the Corporate ERP.
• Performs routine audits of technician service activity in company’s service ticket system
• Coordinates and supervises local projects for all customer work orders
• Responsible to ensure install process is followed from pre-install to post-install
• Allocates time blocks and activity assignments for technicians (where applicable) for scheduled tasks such as PM, installation assistance and administrative duties
• Interacts with local Compliance officials and ensures local technicians observe all facility protocols
• Oversees local casino paperwork necessary to complete work orders
• Supervises the real-time maintenance of published assets in each facility
• Within the Field Service ticketing tool, audits accuracy of asset database and creates corrective action plan to improve as necessary
• Conducts and compiles site surveys
• Performs site surveys at new Class II or Class III locations and functions as primary liaison with IAA for communicating project requirements
• Some working knowledge of all products AGS offers
• May participate in installs or removal of old machines
• Completes all reports and paperwork in a timely manner
• Must demonstrate excellent customer service skills Mechanically inclined; able to use hand tools
• Thorough understanding of Company appearance standards for assets
• Must have a good working knowledge of customer's policies and procedures prior to performing work orders
• Works as a team player/leader/motivator
• Works well with the Technical Assistance Center (TAC) and escalates found issues to TAC and Company management
• Provides detailed reports to Company management on all aspects of issues (good or bad) during and post work-order fulfillment

Skills and Requirements

• Prior gaming experience preferred
• High School diploma or GED required
• Basic project management skills
• Requirement to obtain licensing approval by tribal and/or state gaming regulators
• Technical certification(s) relating to work on computers and PCs desirable
• On occasion, may need to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
• Experience with large installs/removals/theme changes
• Full time / 40 + Hours per week. Must be flexible to work some overtime, including evenings, weekends and Holidays.
• Knowledge of Microsoft Office suite (Word, Excel, Project, etc.)
• Some knowledge of working with progressive controllers, servers and other networking devices
• Knowledge of the difference between Class II and Class III
• Basic understanding of AC/DC electronics
• Highly developed problem solving skills
• Understands networking with CAT5 and fiber
• High proficiency in multi-platform installs/upgrades/theme changes

Note: All offers are contingent upon successful completion of a background check and drug screen and Human Performance Evaluation (HPE).

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

AGS is an equal opportunity employer.