Regional Service Manager

Job Overview

Responsible for all field service operations for assigned region. Provides direction, supervision, training and discipline to all field service staff in region. A key component of the role is to develop service department personnel. The Regional Service Manager will have Field Service Supervisors and/or Field Service Technicians as direct reports.

Responsibilities

• Exercise of discretion and independent judgment with respect to matters of significance.
• Develops workflow for field service team
• Assists in goal setting, skill enhancement and performance review activities for Field Service Supervisor and field service staff
• Investigates and resolves any issues resulting from substandard performance
• Ensures company policies and procedures are followed by team members
• Provides training to Field Service Supervisor and field service staff as needed
• Provides support and guidance to service staff to ensure timely and quality customer service
• Develops programs to improve technical and customer service skills of service team
• Addresses customer inquiries, resolves issues and proactively obtains customer feedback
• Identifies and resolves employee concerns/complaints
• Maintains positive and healthy relationship with other departments to ensure customer service effectiveness
• Supports Field Service Supervisor in achievement of service/installation goals
• Conducts interviews and assists with hiring new professionals
• Plans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades.
• Demonstrates outstanding customer service through maintenance of high quality and integrity at work environment
• Establishes, reviews and reports on the regional budget vs. operating expenses for the territories assigned
• Determines short-term and long-term projections based on the proximity and number of customers serviced in a particular area
• Determines the number and type of equipment in a particular territory, the proximity to other customers and the drive time and terrain to determine the optimal method of servicing customers

• Works with Director of Service to establish service metrics based on different types of slot and table games products and service schedules required
• Updates job knowledge by participating in educational opportunities

Skills/Requirements

• Bachelor’s degree in business preferred; or equivalent work experience
• 5 years’ progressively responsible experience in field service in a gaming manufacturing environment
• Capable of creating an environment of support and accountability
• Previous leadership and management 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
• Proven history of developing and 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

Note: All offers are contingent upon successful completion of a background check and drug screen

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

AGS in an equal opportunity employer