Field Service Manager

About This Role

Managing the field operations team and overseeing all lottery equipment at various site locations within the state is the core of this Field Service Manager role. This position serves as the primary contact between field service personnel, regional management, and the General Manager, and involves significant responsibility for inventory management and field repair functions.

Responsibilities

• Account for the quality and on-time delivery of all field service activities required to support SGI Online Operations
• Supervise staff of Field Services personnel
• Play a lead role in recruiting new Field Services personnel, developing, coaching, and training staff
• Prepare and monitor departmental budgets and operate within the approved budget for Field Services
• Conduct periodic field evaluations of staff performance, provide managers and employees with performance appraisals/development guidance, and conduct annual evaluations
• Oversee field-related projects
• Perform problem diagnosis and over-the-phone assistance for technicians related to field hardware/software
• Monitor call queues and manage Field Services personnel towards zero SLAs and minimize overtime
• Establish and maintain 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
• Ensure Field Services staff has proper equipment, supplies, tools, and training to perform job duties
• Perform Field Service audits regularly to determine improvements and deficiencies of Field Services staff, including ride-alongs with Field Service Technicians
• Work with the Field Services team and maintain a program of continuous improvement in operational procedures by monitoring the number of service calls, the duration of service calls, and related trend data
• Conduct follow-ups with retailers based upon completed service calls
• Work with Lottery staff and serve on a task force to review recurring problems and develop solutions, and serve as Scientific Games representative in Lottery meetings
• Review and manage use of Company fleet vehicles to ensure they are properly maintained and used in accordance with Company policy
• Complete monthly vehicle inspections to track damages and maintenance of vehicles
• Monitor inventory of parts and consumables to ensure appropriate support levels are maintained
• Provide back-up assistance to technicians as needed
• Record and produce statistical information on Field Services efficiency
• Provide assistance to Dispatch and Field Services staff as needed
• Participate in all Field Services meetings
• Perform other responsibilities as assigned

Requirements

• High school diploma or equivalency
• Thorough understanding of lottery-related computer software, hardware technologies, and communication technologies
• Good driving record
• 5 to 8 years of related experience
• Ability to lift and move up to 70 lbs

Nice to have:

• Previous project and personnel supervisor or management experience

Skills/Abilities

• Excellent verbal and written communication skills
• Ability to quickly learn and understand new technologies
• Excellent customer service skills
• Ability to maintain positive working relationships

About the Company

Scientific Games is a global leader in lottery games, sports betting, and technology, partnering with government lotteries. They provide cutting-edge backend systems, entertainment experiences, and retail and digital solutions, focusing on game design, data analytics, and iLottery. Built on trusted partnerships, Scientific Games combines innovation, performance, and security to advance the global lottery industry.