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Field Service Operations Manager

2 months ago

Baltimore, Maryland, United States AGS Full time
Job Overview

The Field Service Operations Manager position combines administrative support and project management. This position is responsible for assisting the Regional Service Manager or Field Service Supervisor in day-to-day activities in regard to administrative support and technician scheduling. The position will function as the project manager for critical and high-profile work order projects. The Field Service Operations Manager position does not work standard set hours as work activities may occur throughout a 24-hour day, 7 days a week, including holidays.

Key Responsibilities

  • Has administrative responsibility within company systems such as Alliance back-office and Business Central (aka: BC).
  • Performs routine audits of technician service activity in company's service ticket system.
  • Coordinates and supervises local projects for all customer work orders.
  • Responsible to ensure install process is followed from pre-install to post-install.
  • Allocates time blocks and activity assignments for technicians (where applicable) for scheduled tasks such as PM, installation assistance and administrative duties.
  • Interacts with local Compliance officials and ensures local technicians observe all facility protocols.
  • Oversees local casino paperwork necessary to complete work orders.
  • Supervises the real-time maintenance of published assets in each facility.
  • Within Alliance, audits accuracy of asset database and creates corrective action plan to improve as necessary.
  • Conducts and compiles site surveys.
  • Performs site surveys at new Class II or Class III locations and functions as primary liaison with IAA for communicating project requirements.
  • Some working knowledge of all products AGS offers.
  • May participate in installing or removal of old machines.
  • Completes all reports and paperwork in a timely manner.
  • Must demonstrate excellent customer service skills Mechanically inclined; able to use hand tools.
  • Thorough understanding of Company appearance standards for assets.
  • Must have a good working knowledge of customer's policies and procedures prior to performing work orders.
  • Works as a team player/leader/motivator.
  • Works well with the Technical Assistance Center (TAC) and escalates found issues to TAC and Company management.
  • Provides detailed reports to Company management on all aspects of issues (good or bad) during and post work-order fulfillment.

Requirements

  • Prior gaming experience preferred.
  • High School diploma or GED required.
  • Basic project management skills.
  • Requirement to obtain licensing approval by tribal and/or state gaming regulators.
  • Technical certification(s) relating to work on computers and PCs desirable.
  • On occasion, may need to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
  • Experience with large installs/removals/theme changes.
  • Full time / 40 + Hours per week. Must be flexible to work some overtime, including evenings, weekends and Holidays.
  • Knowledge of Microsoft Office suite (Word, Excel, Project, etc.).
  • Some knowledge of working with progressive controllers, servers, and other networking devices.
  • Knowledge of the difference between Class II and Class III.
  • Basic understanding of AC/DC electronics.
  • Highly developed problem-solving skills.
  • Understands networking with CAT5 and fiber.
  • High proficiency in multi-platform installs/upgrades/theme changes.

Company Overview

AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, but our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners.

AGS' award-winning employee culture is unmatched among gaming equipment suppliers. The Company has won numerous awards for its employee experience, including 7 consecutive years as the 'Best and Brightest Companies to Work For in the Nation and 'Atlanta's Best and Brightest Companies to Work For; winning 'Top Workplaces Nevada' and 'Top Workplaces Atlanta'; and earning Glassdoor's 'Best Places to Work' Employees' Choice Award 2020 based on confidential, unsolicited employee reviews.