Field Service Supervisor

1 Day ago • 3 Years +
Facility Management

Job Description

The Field Service Supervisor is responsible for all field service operations for the region assigned. Provides direct supervision, training and discipline to field service technicians in his/her assigned territory. Key components include developing Field Service Technicians, scheduling for work orders and personnel, and optimizing AGS products’ functionality.
Good To Have:
  • Associate or Bachelor’s degree in business or equivalent experience
  • 3 years’ progressively responsible experience in field service in a gaming manufacturing environment
Must Have:
  • Develop workflow for Field Service Technicians
  • Assist in goal setting, skill enhancement, and performance review activities
  • Investigate and resolve issues from substandard performance
  • Ensure company policies and procedures are followed by team members
  • Provide training to Field Service Technicians as needed
  • Address customer inquiries, resolve issues, and obtain customer feedback proactively
  • Maintain positive relationships with various teams for customer service effectiveness
  • Assist in interviewing and hiring new Field Service Technicians
  • Plan, coordinate, and manage scheduled and unscheduled field support, software, and hardware upgrades
  • Conduct and compile site surveys
  • Oversee local casino paperwork for work orders
  • Interact with local Compliance officials and ensure technicians observe facility protocols
  • Demonstrate outstanding customer service, high quality, and integrity
  • Review operating expenses with Regional Service Manager and identify optimization methods
  • Determine short-term and long-term projections based on customer proximity and number
  • Update job knowledge through educational opportunities
  • Communicate directly with the Technical Assistance Center (TAC) to escalate field issues
  • High School Diploma or GED
  • Capable of creating an environment of support and accountability
  • Previous leadership experience, especially within a field service team and/or remote employees
  • Excellent communication skills and strong customer service orientation
  • Experience in building and working in a team atmosphere
  • Knowledge in all facets of field operations leadership and management
  • Experience in coaching direct reports
  • Transferable management skills
  • Ability to interact and communicate effectively with technicians, support staff, and 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
  • Proficient with MS Office products and ability to learn related sales or service software tools

Add these skills to join the top 1% applicants for this job

ms-office
team-management
communication
leadership
performance-analysis
budget-management
game-texts

Job Summary

The Field Service Supervisor is responsible for all field service operations for the region assigned. Provides direct supervision, training and discipline to field service technicians in his/her assigned territory. A few key components of the role include developing Field Service Technicians, scheduling for work orders and personnel, optimizing AGS products’ functionality.

Responsibilities

  • Develops workflow for Field Service Technicians
  • Assists in goal setting, skill enhancement and performance review activities for Field Service Technicians
  • Investigates and resolves any issues resulting from substandard performance
  • Ensures company policies and procedures are followed by team members
  • Provides training to Field Service Technicians as needed
  • Addresses customer inquiries, resolves issues and obtains customer feedback proactively
  • Maintains positive and healthy relationships with various teams to ensure customer service effectiveness
  • Assists in interviewing and hiring new Field Service Technicians
  • Plans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades
  • Conducts and compiles site surveys
  • Oversees local casino paperwork necessary to complete work orders
  • Interacts with local Compliance officials and ensures local technicians observe all facility protocols
  • Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
  • Reviews the operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budget
  • Determines short-term and long-term projections based on the proximity and number of customers serviced in an particular area
  • Updates job knowledge by participating in educational opportunities
  • Communicates directly with the Technical Assistance Center (TAC) to escalate found issues in the field

Skills and Requirements

  • High School or GED required
  • Associate or Bachelor’s degree in business or equivalent experience preferred
  • 3 years’ progressively responsible experience in field service in a gaming manufacturing environment preferred.
  • Capable of creating an environment of support and accountability
  • Previous leadership 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
  • Experience in 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

Note: All offers are contingent upon successful completion of a background check and drug screen and human performance evaluation (physical)

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

AGS is an equal opportunity employer.

Set alerts for more jobs like Field Service Supervisor
Set alerts for new jobs by AGS - American Gaming Systems
Set alerts for new Facility Management jobs in United States
Set alerts for new jobs in United States
Set alerts for Facility Management (Remote) jobs

Contact Us
hello@outscal.com
Made in INDIA 💛💙