Field Service Manager

Job Details

Job Title : Field Service Manager

Department : Field Operations

Reports To : Director of Field Services

Status : Exempt

WHO WE ARE:

We are Valicy.

We make games. We also make the machines they run on. What we’re building matters. How we treat people matters more.

OUR MISSION:

We exist to create excellent gaming experiences, treat our customers the way we want to be treated, and positively impact people's lives through a culture of care.

OUR VALUES:

• Fun: Enjoy the journey together
• Innovative: Consistently pushing new boundaries through creativity
• Growth: Committed to growing personally and professionally
• Humble & Passionate: It’s important to be both
• Teamwork: Built on trust, healthy conflict, commitment, accountability, and results
• Excellence: Pursuing high standards in everything we do
• Relational: Building trust and relationships with customers and teammates

If this is the kind of place you've been looking for, let’s talk.

SUMMARY

The Field Service Manager is responsible for leading a team of Field Service Technicians that installs, maintains, upgrades, and repairs electronic gaming machines (EGMs), progressives, signage, and related gaming technology throughout an assigned territory.

This position ensures exceptional customer satisfaction while maintaining full compliance with Tribal Gaming Agencies, State Gaming Commissions, and company operational standards. The Field Service Manager is accountable for technician safety, service quality, financial performance, remote warehouse operations, regulatory compliance, employee development, and achieving key operational metrics.

QUALIFICATIONS

To perform this job successfully, an individual must demonstrate consistent leadership for their team to be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RESPONSIBILITIES

Leadership

• Lead, coach, and develop a team of Field Service Technicians.
• Conduct regular one-on-one meetings and performance reviews.
• Recruit, hire, onboard, and mentor technical personnel.
• Develop succession plans and identify future leaders.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Promote employee engagement and retention.

Customer Service

• Build strong relationships with casino management and technical staff.
• Handle complaints and disagreeable customers.
• Ensure rapid response to service issues and escalations.
• Maintain high customer satisfaction, Net Promoter Score (NPS), & SLAs (Service Levels).
• Support new installations and major customer projects.
• Achieve Key Performance Measurements: First Time Fix, Installation Quality, Response Rates, Inventory Accuracy, Utilization, Overtime, PM completion, Call aging, and NPS.

Operational Management

• Preventative maintenance, Break/fix repairs, Software upgrades, Hardware upgrades
• Machine conversions, Installations, De-installations
• Installations, Repairs, Other Work, Conversions (IROC)
• Inventory Management Standards per policy. (Transfers, RMAs, Stock Levels, Service Vans, Warehouses
• SLA compliance, Technician scheduling, Territory coverage, On-call rotations
• Parts availability, Vehicle readiness
• Technical Skill levels of the FSTs. Mentor technical skills and work procedures.
• Technician licensure, EGM shipping Standards
• Field Service Mobile Reporting, Service Dashboard Achievement, Operational Objectives

Gaming Regulatory Compliance

• Tribal Gaming Authority requirements
• State Gaming Commission regulations
• Company internal controls & Software control procedures
• Security requirements & Chain of custody requirements

Safety

• Promote a strong safety culture by ensuring
• Safe driving practices & Vehicle inspections
• OSHA compliance
• Proper lifting procedures, Electrical safety, PPE usage
• Incident reporting & Near miss reporting

REQUIREMENTS

• Ability to communicate clearly and professionally, both verbally and in writing.
• Work well in a team-based, professional, customer-facing environment.
• 5+ years of experience in customer service or Field Service environment.
• Technical Knowledge of EGMS, fundamental electronics.
• Gaming industry experience preferred with accountability to performance management
• Strong organizational skills and attention to detail.
• Intermediate to Advanced skills in using MS Office with emphasis on MS Word and Excel.
• Ability to prioritize workload within scheduling deadlines.
• Ability to pass a federal background check and the ability to hold an active passport
• High energy level with ability to take initiative, proven reasoning abilities and sound judgment.
• Active hands-on technical ability while working with and leading FSTs.
• Experience in CRM environments such as HubSpot, Zendesk, or Netsuite.

WORK ENVIRONMENT

The usual work environment is typical of active casino floor. The noise level in the work environment is usually moderate with no material or weather-related hazards except those associated with travel.

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed.