Field Service Manager

The Field Service Manager serves as the principal point of contact between the Field Service personnel, Regional Field Service Manager / Director and General Manager. The Field Service Manager is responsible for overview of the field operations team and management of any and all lottery equipment to the various site locations within the state. The Field Service Manager will be responsible for inventory management and oversight of consumable supplies. The Field Service Manager oversees field repair functions including installation, relocation, removal, communication and peripheral procedures with minimal supervision.

Job Functions:

• Accountable for the quality and on-time delivery of all field service activities required to support SGI Online Operations.
• Supervises staff of Field Services personnel. Plays lead role in recruiting new Field Services personnel, developing, coaching and training of staff.
• Prepares and monitors departmental budgets and operates with approved budget for Field Services.
• Conducts periodic field evaluations of staff performance, provides managers and employees with performance appraisals/development guidance and conducts annual evaluations.
• Oversees field related projects.
• Performs problem diagnosis and over the phone assistance for technicians related to field hardware/software.
• Monitors call queues and manages Field Services personnel towards zero SLAs and minimizes overtime.
• Establishes and maintains consistency in department procedures including, but not limited to, training, scheduling, dispatch priority handling, escalation, performance reporting, preventative maintenance, repair procedures and safety policy/procedures.
• Ensures Field Services staff has proper equipment, supplies, tools and training to perform job duties.
• Performs Field Service audits regularly to determine improvements and deficiencies of Field Services staff, including ridealongs with Field Service Technicians. Works with Field Services team and maintains a program of continuous improvement in operational procedures by monitoring the number of service calls, the duration of service calls and related trend data.
• Conducts follow-ups with retailers based upon completed service calls.
• Works with Lottery staff and serves on task force to review recurring problems and develop solutions and serves as Scientific Games representative in Lottery meetings.
• Reviews and manages use of Company fleet vehicles to ensure they are properly maintained and used in accordance with Company policy. Accountable to complete monthly vehicle inspections to track damages and maintenance of vehicles.
• Monitors inventory of parts and consumables to ensure appropriate support levels are maintained.
• Provides back-up assistance to technicians as needed.
• Records and produces statistical information on Field Services efficiency.
• Provides assistance to Dispatch and Field Services staff as needed.
• Participates in all Field Services meetings.
• Other responsibilities as assigned

Position Requirements/Qualifications:

• High school diploma or equivalency.
• Thorough understanding of lottery related computer software, hardware technologies and communication technologies.
• Must possess a good driving record.
• Previous project and personnel supervisor or management experience preferred.

Skills/Abilities:

• Excellent verbal and written communication skills.
• Ability to quickly learn and understand new technologies.
• Ability to maintain positive working relationships.
• Ability to lift and move up to 70 lbs.

Years of Related Experience

Years of experience 5 to 8 years

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. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of 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.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

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