Field Service Supervisor

Job Overview

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 & 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