Job Overview The Field Service Supervisor is responsible for all field service operations for the region assigned.
Provides direct supervision, training and discipline to field service technicians in his/her assigned territory.
A few key components of the role include developing Field Service Technicians, scheduling for work orders and personnel, optimizing AGS products' functionality.
Responsibilities Develops workflow for Field Service TechniciansAssists in goal setting, skill enhancement and performance review activities for Field Service TechniciansInvestigates and resolves any issues resulting from substandard performanceEnsures company policies and procedures are followed by team membersProvides training to Field Service Technicians as neededAddresses customer inquiries, resolves issues and obtains customer feedback proactivelyMaintains positive and healthy relationships with various teams to ensure customer service effectivenessAssists in interviewing and hiring new Field Service TechniciansPlans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgradesConducts and compiles site surveysOversees local casino paperwork necessary to complete work ordersInteracts with local Compliance officials and ensures local technicians observe all facility protocolsDemonstrates outstanding customer service through maintenance of high quality and integrity in the work environmentReviews the operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budgetDetermines short-term and long-term projections based on the proximity and number of customers serviced in an particular areaUpdates job knowledge by participating in educational opportunitiesCommunicates directly with the Technical Assistance Center (TAC) to escalate found issues in the fieldSkills & Requirements High School or GED requiredAssociate or Bachelor's degree in business or equivalent experience preferred3 years' progressively responsible experience in field service in a gaming manufacturing environment preferred.Capable of creating an environment of support and accountabilityPrevious leadership experience especially within a field service team and/or remote employeesExcellent communicator that works well with others and treats employees fairly with strong customer service orientationExperience in building and working in a team atmosphereKnowledge in all facets of field operations leadership and managementExperience in coaching direct reportsTransferable management skillsAbility to interact and communicate effectively with technicians, support staff, and valued customersGeneral knowledge of mechanical and electrical terminology and practicesTrack record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safetyMust be proficient with MS office products and possess the ability to learn related sales or service software toolsThis position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operatePhysical 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 environmentWhile 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.