Field Service Lead

Job Description

• Has administrative responsibility within company systems such as Alliance back-office and Business Central (aka: BC)
• 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 Alliance, 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 installing 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

• 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