Supervisor of Field Service

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility.  Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.ResponsibilitiesUnder general supervision, the Field Services Supervisor is responsible for planning and overseeing field service operations within an assigned geographical area. Their primary focus is to ensure effective delivery of onsite services across multiple market segments, supporting customers through product setup, installations, preventative maintenance, upgrades, and ongoing service of Lottery systems and equipment. Supervise a team of Field Service Technicians and oversee daily field operations within an assigned geographic area to ensure timely, high-quality service delivery and strong customer satisfaction. This is accomplished through scheduled visits to customers, establishment of productive working relationships with customers, resolution of outstanding issues and providing high service levels to the site.Execute the service elements of Brightstar's order cycle including installation/removal planning, scheduling and execution.Provide 24/7 aftermarket service support including planned and unplanned maintenance, jackpot response, conversions, upgrades, and technical service.Support part sales and order processing including internal order processing, stock transport orders, and parts sales and exchange.Plan, organize, prioritize and schedule workflows to support service requirements.Oversee projects from product setup to installations and servicing with preventative maintenance and upgrading lottery systems and equipment.Provide technical and compliance guidance by helping diagnose problems or interpret procedures.Ensure compliance with relevant regulations and regulators.Support the enhancement and protection of Brightstar revenue and assets by contribution to labor analysis, expense control, customer invoice processing, and updating equipment master documentation, promote and enforce safety rules and regulations for area supervised.Promote and enforce safety rules and regulations.Conduct FST performance evaluations directly with FSTs (perform ride-along in the field and prepare audit reports).Oversee training and development programs for Brightstar Field Service staff.Implement remedial training, disciplinary action, in accordance with Brightstar policies.Train FSTs on processes, procedures, troubleshooting and repair of various devices at lottery retail locations.Review standardized Fleet Locate. Monitors daily use of fleet vehicles and monthly vehicle inspections.Ensures accurate and timely submission, approval, and auditing of employee timecardsPrepare and review jurisdictional reports to ensure regulatory compliance and identify trends or areas for improvement.Promotes and enforce safety protocols to ensure a secure working environment for all field service personnel.Provide coaching and development opportunities for team members and ensure successful completion of Performance Competency and Technical Competency modules (PCM/TCM).Manage Cadence call system.Perform other related duties and responsibilities as needed to support evolving business priorities and ensure operational success.QualificationsEducationAssociate or bachelor’s degree in Business Administration, Operations Management, or a related field preferred; equivalent experience will also be considered. ExperienceAt least 3 years of experience in field service operations, technical service, or related roles.Minimum of 1 year of supervisory or team leadership experience, preferably in a field-based or customer-facing environment. Skills & CompetenciesExperience in planning, scheduling, and coordinating service activities in a high-volume or multi-site setting.Excellent communication and interpersonal skills; able to build productive relationships with internal teams, customers, and external partners.Ability to work flexible hours and respond to urgent service needs, including evenings or weekends when required.Strong problem-solving skills with a proactive approach to issue resolution and customer satisfaction.Strong organizational and time management skills with the ability to prioritize tasks and manage multiple service requests.Technical background in equipment repair or installations.Must be able to lift 75 pounds and able to stand a full shift.Success Profile• Leading Complexity• Leading People• Leading the Business• Leading Self#LI-NA1At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $INSERT HERE - $INSERT HERE. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable. Base pay is only one part of our Total Rewards program.  Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses.  In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements. All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.