Field Service Coordinator

About This Role

Coordinating field services for lottery operations is the core of this role, managing SLA reports, logistical reporting, and equipment inventory at retailer locations. The coordinator provides customer support to the Ohio State Lottery Agency, assists field service staff with troubleshooting, and manages late penalties and consumable product distribution. This position reports to the Senior Field Service Manager and has high visibility to customers, internal staff, and all levels of management.

Responsibilities

• Create, maintain, and distribute the SLA report to the Ohio Lottery as per contract
• Create and manage logistical reporting for the Ohio jurisdiction
• Coordinate delivery, removal, and relocation schedules for all regions of Ohio, and assist with developing new processes and implementation for terminal movement
• Review the call queue for all service call activity, provide late-call reports, review late call justification, and assist Field Service Managers with all facets of the SLA report
• Monitor call-queue traffic flow, accuracy, call assignments, and priority levels, and manage the queue to minimize SLAs, collaborating with Dispatch on any discrepancy
• Provide level one support to customers and sites for escalated retailer issues
• Provide reports and statistics and, in some cases, statistical analysis of various data types including retailer sales, PM schedules, technician schedules, communication types and associated issues, service calls review, chronic retailer management, asset management, and consumable management
• Assist with field schedule management
• Assist with the development and implementation of all programs related to Field Operations, including chronic retailer management, service call follow up, terminal performance, and staff performance
• Work with the Global Service Center (GSC)
• Act as a point of contact for lottery personnel and site personnel as it relates to Field Operations and assist with developing communication plans to Field, site, GSC, and OH Lottery personnel
• Act as point of contact for the OH site for all GSC related activities
• Assist with developing documentation for various new and existing programs as necessary

Requirements

• Associate's Degree in a related field or 1-3 years of equivalent experience
• Strong communication and interpersonal skills
• Proficient in Microsoft Office
• Excellent customer service skills
• Intermediate computer software and hardware knowledge
• Able to prioritize multiple projects
• Ability to convey thoughts, ideas, and materials to all departments
• Ability to develop and maintain positive working relationships
• Ability to compile and analyze statistical information