Field Service Operations Manager

4 weeks ago

Pittsburgh, Pennsylvania, United States AGS - American Gaming Systems Full time

Job Overview

The Field Service Operations Manager is responsible for overseeing all field service operations for the region assigned. This role provides direct supervision, training, and discipline to field service technicians in their assigned territory. Key components of this position include developing field service technicians, scheduling work orders and personnel, and optimizing AGS products' functionality.

Responsibilities

  • Develops workflow for field service technicians
  • Assists in goal setting, skill enhancement, and performance review activities for field service technicians
  • Investigates and resolves any issues resulting from substandard performance
  • Ensures company policies and procedures are followed by team members
  • Provides training to field service technicians as needed
  • Addresses customer inquiries, resolves issues, and obtains customer feedback proactively
  • Maintains positive and healthy relationships with various teams to ensure customer service effectiveness
  • Assists in interviewing and hiring new field service technicians
  • Plans, coordinates, and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades
  • Conducts and compiles site surveys
  • Oversees local casino paperwork necessary to complete work orders
  • Interacts with local compliance officials and ensures local technicians observe all facility protocols
  • Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
  • Reviews operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budget
  • Determines short-term and long-term projections based on the proximity and number of customers serviced in a particular area
  • Updates job knowledge by participating in educational opportunities
  • Communicates directly with the Technical Assistance Center (TAC) to escalate found issues in the field

Skills & Requirements

  • High school or GED required
  • Associate or bachelor's degree in business or equivalent experience preferred
  • 3 years' progressively responsible experience in field service in a gaming manufacturing environment preferred
  • Capable of creating an environment of support and accountability
  • Previous leadership experience, especially within a field service team and/or remote employees
  • Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
  • Experience in building and working in a team atmosphere
  • Knowledge in all facets of field operations leadership and management
  • Experience in coaching direct reports
  • Transferable management skills
  • Ability to interact and communicate effectively with technicians, support staff, and valued customers
  • General knowledge of mechanical and electrical terminology and practices
  • Track record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safety
  • Must be proficient with MS office products and possess the ability to learn related sales or service software tools
  • This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Physical Requirements & Work Environment

The physical demands/work environment 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.

  • Ability to stand, walk, or sit for long periods of time and perform repetitive motion type tasks regularly
  • Ability 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
  • While performing the duties of this job, the employee is regularly exposed to bending, twisting, climbing, reaching, and squatting
  • While performing the job functions of this position, the employee frequently works near powered motor vehicles, power tools, and automated assembly fixtures
  • While performing this position, the employee regularly uses manual and powered hand tools, (electric, battery-operated, and/or air-powered)
  • Ability to work in a non-climate-controlled environment
  • While performing the job functions of this position, the employee will be required to operate a personal or work-assigned vehicle. Must be able to drive long distances when needed

Note: All offers are contingent upon successful completion of a background check and drug screen and human performance evaluation (physical)

*Posted positions are not open to third-party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer.

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