Head Of Field Service

Scientific Games: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 SummaryThe Field Service Manager will successfully lead a team of field service personnel including: Supervisors, Retailer Care Specialists, Bench Technicians, and Field Technicians. The team supports the installation, removal, relocation, preventative maintenance, and break-fix work on all lottery equipment found at retailer locations.Job Duties / Key AccountabilitiesEstablish and maintain general working knowledge of all lottery games, hardware, software, supplies, and equipment required for field operations.Communicate the value of our services and match products with customer needs.Build and maintain strong, long-lasting customer relationships.Identify both long-and short-term departmental strategies/goals.Analyze data, prepare reports, and deliver presentations regarding product and team performance, service availability, and field activities.Act as the incident manager for all field operational events.Assist in the development and support of field operational projects.Identify, recruit, develop, and support the team through trust, training, proper delegation, listening, providing consistent feedback, positive encouragement, and appropriate recognition.Demonstrate the highest level of integrity, ethics, diversity, respect, and maintain an approachable demeanor.Identify, develop, and implement field service policies and procedures.Assist in the planning, monitoring and support of the sites/departments budget.Monitor, and ensure, the proper use and service of company vehicles and equipment.Perform regular customer site visits and phone calls to ensure top-tier service.Has regular in person, field, and phone one-on-one engagements with each team member.Ensure the team has the appropriate quantity of supplies, proper equipment, and tools, along with the adequate training and technical support necessary to complete their work effectively.Develop, monitor, and maintain accurate inventory levels of equipment and supplies.Periodically perform problem diagnosis assistance of hardware and software issues for team members.QualificationsEducationAssociate’s degree or equivalent work experience.Exceptional customer satisfaction skills.Organization and time management skills that enable effective multitasking.Ability to travel overnight.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 ConditionsScientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. 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. 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, and basis of disability or any other federal, state or local protected class. J-18808-Ljbffr Scientific Games