Field Service Supervisor

Job Description

• 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

• 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

• Ability to stand, walk or sit for long periods of time and perform repetitive motion type tasks regularly.
• Ability 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.
• While performing the duties of this job, the employee is regularly exposed to bending, twisting, climbing, reaching and squatting.
• While performing the job functions of this position, the employee frequently works near powered motor vehicles, power tools, and automated assembly fixtures.
• While performing this position, the employee regularly uses manual and powered hand tools, (electric, battery operated and/or air powered).
• Ability to work in a non-climate-controlled environment
• While performing the job functions of this position, the employee will be required to operate a personal or work assigned vehicle. Must be able to drive long distances when needed.