Field Service Manager

Job Details

Job Title
:
Field Service Manager

Department
:
Field Operations

Reports To
:
Director of Field Services

Status
:
Exempt

We are Valicy.

We make games. We also make the machines they run on. What we’re building matters. How we treat people matters more.

We exist to create excellent gaming experiences, treat our customers the way we want to be treated, and positively impact people's lives through a culture of care.

• Fun:
  Enjoy the journey together
• Innovative:
  Consistently pushing new boundaries through creativity
• Growth:
  Committed to growing personally and professionally
• Humble & Passionate:
  It’s important to be both
• Teamwork:
  Built on trust, healthy conflict, commitment, accountability, and results
• Excellence:
  Pursuing high standards in everything we do
• Relational:
  Building trust and relationships with customers and teammates

If this is the kind of place you've been looking for, let’s talk.

The Field Service Manager is responsible for leading a team of Field Service Technicians that installs, maintains, upgrades, and repairs electronic gaming machines (EGMs), progressives, signage, and related gaming technology throughout an assigned territory.

This position ensures exceptional customer satisfaction while maintaining full compliance with Tribal Gaming Agencies, State Gaming Commissions, and company operational standards. The Field Service Manager is accountable for technician safety, service quality, financial performance, remote warehouse operations, regulatory compliance, employee development, and achieving key operational metrics.

To perform this job successfully, an individual must demonstrate consistent leadership for their team to be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, coach, and develop a team of Field Service Technicians.
• Conduct regular one-on-one meetings and performance reviews.
• Recruit, hire, onboard, and mentor technical personnel.
• Develop succession plans and identify future leaders.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Promote employee engagement and retention.

• Build strong relationships with casino management and technical staff.
• Handle complaints and disagreeable customers.
• Ensure rapid response to service issues and escalations.
• Maintain high customer satisfaction, Net Promoter Score (NPS), & SLAs (Service Levels).
• Support new installations and major customer projects.
• Achieve Key Performance Measurements:
  First Time Fix, Installation Quality, Response Rates, Inventory Accuracy, Utilization, Overtime, PM completion, Call aging, and NPS.

• Preventative maintenance, Break/fix repairs, Software upgrades, Hardware upgrades
• Machine conversions, Installations, De-installations
• Installations, Repairs, Other Work, Conversions (IROC)
• Inventory Management Standards per policy. (Transfers, RMAs, Stock Levels, Service Vans, Warehouses
• SLA compliance, Technician scheduling, Territory coverage, On-call rotations
• Parts availability, Vehicle readiness
• Technical Skill levels of the FSTs. Mentor technical skills and work procedures.
• Technician licensure, EGM shipping Standards
• Field Service Mobile Reporting, Service Dashboard Achievement, Operational Objectives

• Tribal Gaming Authority requirements
• State Gaming Commission regulations
• Company internal controls & Software control procedures
• Security requirements & Chain of custody requirements

• Promote a strong safety culture by ensuring
• Safe driving…