Bench Lead Technician Supervisor

JOB DESCRIPTION

POSITION SUMMARY

Oversees and coordinates the daily activities of the technical staff within the Gaming Machine department. Supervises staff and operations to ensure a positive customer service experience. Ensures the successful completion of department functions in accordance with the strategic goals, objectives, and mission of the Shoshone-Bannock Casino Hotel, with established policies and procedures, and with all applicable tribal, state, and federal gaming regulations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Supervises the operation of all gaming machines and daily activities of Bench Technician staff in assigned area; communicates with Manager regarding guest and/or employee concerns.
• Coordinates daily employee assignments, employee break schedules, and staffing levels.
• Works with management to implement a strategic plan to deliver services; communicates goals, objectives, policies, and procedures in accordance with the strategic plan.
• Verifies machine payouts as required per standard operating procedures.
• Meets revenue goals by ensuring all gaming machines are in working order.
• Troubleshoots and repairs all types of Gaming Machine machines internal components and employed equipment to the component level.
• Assists in connecting wires used for data and progressive systems and programming the super-controller to display the correct amounts.
• Maintains a working library of all technical manuals and customer notices issued by venders to ensure compliance.
• Maintains a working stock of spare parts to minimize equipment downtime due to equipment failure.
• Manages the repair, overhaul, and proper preventative maintenance of all Gaming Machine machines to ensure optimal operation.
• Oversees floor maintenance and repair.
• Supervises and delegates the initial setup of new Gaming Machine machines.
• Coordinates the break down, relocation, and re-setup of machines and pedestals to be relocated.
• Brings disputes and unusual customer activities to the attention of the department operations as necessary and Gaming Machine Department Management.
• Increases staff effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining supervisors; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing a climate for offering information and opinions; integrating functional objectives; and providing and participating in educational opportunities.
• Hosts regular staff meetings to ensure communication among personnel regarding departmental activities.
• Helps to ensure departmental staffing is maintained within budgetary requirements.
• Assists in achieving the financial objectives of the department by monitoring the departmental budget.
• Conducts evaluations of departmental services and works with staff to take appropriate steps to improve performance and/or customer service levels.
• Ensures the efficiency of Gaming Machine operations and maximum level of service is achieved through a culture of teamwork and consistency.
• Contributes to the organization's effectiveness by offering information and opinion as a member of the management team.
• Promotes all departmental and property-wide promotions.
• Complies with all property and department policies and procedures.
• Maintains a professional, organizational, and community reputation.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
• Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
• Department organization, functions, objectives, policies and procedures.
• Basic arithmetic and record keeping procedures.
• Budget tracking and compliance.
• Mechanical functions and play aspects of gaming machines, procedures, and casino floor operations.
• Gaming machines and electronic data system hardware.
• Basic manual hand tool and repair methods.
• Electronically mechanical troubleshooting methods and techniques; voltmeter usage and troubleshooting wires as related to slot machines.
• Modern office functions, procedures, and equipment.
• Customer service standards.
  
  

Skill in:

• Office software and industry-related applications.
• Analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Preparing, reviewing, and analyzing operational and financial reports.
• Supervising, training, and evaluating assigned staff.
• Making effective decisions in emergency situations.
  
  

Ability to:

• Communicate efficiently and effectively both verbally and in writing, individually and in group settings.
• Maintain confidentiality.
• Establish and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Work independently and meet strict timelines.
• Analyze situations and adopt appropriate courses of action.
• Establish and maintain professional relationships with the public and co-workers.
• Make solid decisions and exercise independent judgment.
• Demonstrate leadership and professionalism at all times.
• Demonstrate sensitivity to the needs of guests.
• Remain calm in emergency or crisis situations.
• Handle multiple tasks and meet deadlines.
• Work independently with minimal supervision.
• Adapt to varying situations.
• Prepare comprehensive and concise reports and plans.
• Work in a fast-paced environment and meet deadlines.
• Uphold strong ethics and integrity.
  
  

MINIMUM QUALIFICATIONS

• High School diploma/GED; Associate’s degree in Electronics preferred.
• Three (3) years of gaming machine operations or related experience.
• Two (2) years of supervisory experience in a casino, gaming machine, or related environment.
• A combination of relevant education and related work experience may be considered.
• Valid driver’s license is required when driving vehicles for work-related purposes.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.
  
  

CERTIFICATIONS, LICENSES, AND/OR REGISTRATIONS

• Must be able to submit supporting documentation of education and training to support qualifications.
• Must be able to obtain and maintain a gaming license in good standing according to licensing rules and regulations.
• Must obtain and maintain a valid driver's license and qualify for insurance coverage under the company's fleet management policy, when applicable.

Background Investigation Requirements

• Pre-employment drug screen.
• Personal reference check and employment verification.
• Conducts Federal, State, and tribal criminal history in accordance with the Shoshone-Bannock Tribes Gaming Commission Regulation, Part 400.7, Background Investigations.

PHYSICAL DEMANDS

While performing the duties of this job, the employee regularly is required to stand; walk use hands to manipulate, touch, or grasp; reach with hands or arms; and talk or hear. The employee occasionally is required to sit; use a computer and cellphone/telephone; and lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Incumbent may be exposed to dust, fumes, airborne particles, and / or allergens; infectious disease; and working with hostile, offensive, and / or violent individuals.

WORK ENVIRONMENT

Work is generally performed in an office setting with a moderate and occasionally high noise level. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common. Travel is required for training, meetings, conferences, presentations, and other events.

Revised 07/23/2026