Senior Field Service Engineer

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting‑edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward. Position Summary The Senior Field Engineer is responsible for making tactical and strategic decisions that impact implementations and overall Field Operations for SG. This position performs standard and technical analysis of goals and objectives of the business environment for which they are in, plan, analyze and implements strategic field operations and business unit solutions. The Sr. Field Engineer develops and reviews high‑impact processes that strategically align the implementation project and field operations with global SG business partners and customers. This position interacts with project staff who support cross‑functional departments focused on more than one project and multiple customers simultaneously. A key responsibility of this position for both internal and external customers is fostering a relationship. This position will develop and nurture professional working relationships between customer and field operations. This person is involved in resolving customer discontent and ensures all customer obligations, Service Level Agreements (SLA) and contracts are met. This person also will ensure that any adverse impact on service quality is minimal. This position works a nonstandard workweek and nonstandard hours while traveling 80% of the year. Job Functions Manage and monitor project implementations including installation of terminals, peripherals, and network hardware along with other operational systems to ensure daily service levels are met. Responsible for first line of field operations of multiple work groups, jurisdictions and systems. Handle high‑level multiple jurisdictional field operations with complex applications utilizing more than one operating system. Foster customer relationships. Manage third‑party consultants as necessary to complete assigned projects and implementations. Direct and coordinate troubleshooting activities for field events, perform site audits and work with local site to adhere to Field Operations policy and procedures. Interface with local Field Service, Operations Manager, Project Manager, and customer staff as appropriate during projects implementations and site reviews. Responsible for creating various levels of documentation including technical training, call center and customer facing. Organize, anticipate and monitor budgetary needs for each project that they manage to ensure fiscal maintenance and general procurement for Lottery Operations. Follow all departmental standards, policies and procedures with latitude to troubleshoot daily issues within established standards. Train field staff to ensure they are self‑sufficient after/during project implementation period for continuous trouble‑free operation of all field activities. Participate with the process and staff that minimizes the adverse impact of incidents and problems by working both proactively and reactively. Seek to discover the root cause of problems and then implement irreversible corrective action (ICA) plans. Record, report and track defects to accurately depict the status of the service levels and identify trends that need to be addressed. Ensure adherence to prescribed schedules and operating policies and procedures. Help analyze new business opportunities and the decision‑support analysis required for responding to Request for Proposals (RFP). Provide inputs to budget process. Review all expenditures. Assist with new product development (hardware and customer interface) including financial and operational components. Be on‑call during system events during non‑standard work hours. Work non‑standard hours regularly exceeding 60 hours per week. Qualifications Education A Bachelor’s Degree in Computer Science or equivalent job experience. Years Of Related Experience 2 years of management or project leadership experience. 7+ years of related technical experience. Basic LAN administration skills. Advanced Microsoft experience. Skills / Abilities Develop and maintain positive working relationships. Communicate with all levels of management. Work with minimal supervision. Troubleshoot technical issues with minimum oversight. Possess average organizational and interpersonal skills. Collect and maintain documentation in accordance with company protocol. Work in a small environment. Maintain an aggressive project management schedule within the scope of the customer’s expectations. Working knowledge of all Microsoft products. Strong communication skills in both oral and written form. Quickly learn and understand new technologies. Lift 30 lbs. Sit, stand, bend, and stretch at a minimum of 50% of the time for various movements described. Physical Requirements The physical demands 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. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment. Work Conditions Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. To ensure SG complies with its regulatory and contractual commitments, it is a condition to hiring and continuing to employ its employees that SG requires all its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you. SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster. #J-18808-Ljbffr