Field Service Manager

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.

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.

• 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.

• 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.

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

Qualifications Years of Related Experience Years of experience 5 to 8 years

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…