Field Service Supervisor

2 Days ago • 3 Years + • Operations

Job Summary

Job Description

The Field Service Supervisor oversees all field service operations within a designated region. Key responsibilities include supervising, training, and disciplining field service technicians; developing workflows; conducting performance reviews; addressing customer inquiries; managing work orders and upgrades; conducting site surveys; interacting with compliance officials; optimizing budgets; and collaborating with the Technical Assistance Center (TAC). The role requires strong leadership, communication, and problem-solving skills, as well as experience in a gaming manufacturing environment. Proficiency with MS Office products and the ability to learn new software are essential. The position involves both scheduled and unscheduled field support, often requiring physical demands such as lifting up to 50 pounds and working in various environments.
Must have:
  • 3+ years field service experience in gaming manufacturing
  • Leadership experience with field service teams
  • Excellent communication and customer service skills
  • Proficiency with MS Office products
  • Ability to manage work orders and personnel
Good to have:
  • Associate's or Bachelor's degree
  • Knowledge of mechanical and electrical terminology

Job Details

Job Description

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
Physical Requirements & Work Environment
The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
  • 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.
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.

Similar Jobs

Company3 Method Studios - Facilities Housekeeper

Company3 Method Studios

Santa Monica, California, United States (On-Site)
1 Month ago
Scanline VFX - Environment Generalist

Scanline VFX

Seoul, South Korea (Hybrid)
1 Month ago
Tesla - Supplier Industrialization Engineer, Instrument Panel/Door Trim

Tesla

Brandenburg, Germany (On-Site)
2 Months ago
Juego Studios - SEO Specialist - North America Region

Juego Studios

Bengaluru, Karnataka, India (On-Site)
5 Months ago
ION - Senior Linux Systems Administrator - Somerset, NJ

ION

Clifton, New Jersey, United States (Hybrid)
6 Months ago
Netflix - Senior Manager, Indirect Demand Management (UCAN/LATAM)

Netflix

New York, New York, United States (On-Site)
3 Months ago
The Walt Disney Company - Assistant Store Manager

The Walt Disney Company

Minato City, Tokyo, Japan (On-Site)
3 Months ago
Easygo - Customer Operations Manager

Easygo

Melbourne, Victoria, Australia (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Playtika - Experienced Business Analyst

Playtika

Israel (On-Site)
5 Months ago
Onward Search - Copywriter / Content Creator

Onward Search

Cupertino, California, United States (Hybrid)
1 Day ago
Rebellion - Archivist

Rebellion

Oxford, England, United Kingdom (On-Site)
4 Weeks ago
Google - Account Manager, Black Community Inclusion

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
1 Week ago
Sperasoft - 3D Animator

Sperasoft

Masovian Voivodeship, Poland (Hybrid)
4 Weeks ago
IO Interactive - Office Manager

IO Interactive

Barcelona, Catalonia, Spain (On-Site)
2 Weeks ago
The Walt Disney Company - Senior Product Manager II, Ads Data

The Walt Disney Company

Santa Monica, California, United States (On-Site)
2 Months ago
Google - Googler Experience Operations, People Experience

Google

Mexico City, Mexico City, Mexico (On-Site)
1 Week ago
NVIDIA - Hackathon Program Manager - EMEA

NVIDIA

United Kingdom (Remote)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Sparks, Nevada, United States

Oculus VR - VFX Artist

Oculus VR

Burlingame, California, United States (Remote)
1 Month ago
Google - Software Engineer III, Front End, Google Cloud Platforms

Google

Kirkland, Washington, United States (On-Site)
1 Week ago
NVIDIA - Senior Developer Technology Engineer, Public Sector

NVIDIA

Washington, District Of Columbia, United States (Remote)
1 Month ago
Netflix - Product Manager, Messaging Adoption and Delivery

Netflix

Los Gatos, California, United States (Hybrid)
2 Months ago
Trek - Sales Associate

Trek

San Marcos, California, United States (On-Site)
2 Months ago
Red Games Co - Product Manager, Kids Games and Subscriptions

Red Games Co

Austin, Texas, United States (On-Site)
1 Month ago
Google - Greenfield Artificial Intelligence Sales Specialist III

Google

San Francisco, California, United States (On-Site)
1 Week ago
Twitch - Software Engineer I - iOS

Twitch

Seattle, Washington, United States (On-Site)
3 Months ago
WebFX - Jr. Web Design Project Coordinator

WebFX

Harrisburg, Pennsylvania, United States (On-Site)
6 Months ago
Google - Deal Strategy and Operations, Product Partnerships

Google

Mountain View, California, United States (On-Site)
6 Days ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Google - Regional Strategy and Sales Operations Lead

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
6 Days ago
OKX - Specialist, Customer Due Diligence Operations (KYC)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
Ripple Effect  - Live Operations Lead

Ripple Effect

Los Angeles, California, United States (Hybrid)
3 Weeks ago
The Walt Disney Company - Workforce Insights Project Manager

The Walt Disney Company

Île-de-France, France (On-Site)
1 Week ago
Tesla - Service Advisor

Tesla

Leiria, Leiria District, Portugal (On-Site)
2 Months ago
Netflix - Regional Employee Services Generalist (HR Operations)

Netflix

Manila, Metro Manila, Philippines (Hybrid)
1 Week ago
Keywords Studios - Customer Support Team Lead - Remote

Keywords Studios

Tokyo, Japan (Remote)
1 Month ago
Hawk Eye Innovations - Match Operations Assistant - Porto

Hawk Eye Innovations

Porto, Porto District, Portugal (On-Site)
1 Day ago
ByteDance - Benefits Program Manager

ByteDance

San Jose, California, United States (On-Site)
1 Week ago
Tencent - Product Operations Intern

Tencent

(On-Site)
4 Weeks ago

Get notifed when new similar jobs are uploaded

About The Company

AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, but our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners. Learn more at www.playags.com.


Georgia (On-Site)

Arizona, United States (On-Site)

Arizona, United States (On-Site)

Sparks, Nevada, United States (On-Site)

Nevada, United States (On-Site)

Las Vegas, Nevada, United States (On-Site)

United States (On-Site)

Oklahoma, United States (On-Site)

Las Vegas, Nevada, United States (On-Site)

Las Vegas, Nevada, United States (On-Site)

View All Jobs

Get notified when new jobs are added by AGS - American Gaming Systems

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug