What are the responsibilities and job description for the Field Service Supervisor position at AGS - American Gaming Systems?

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 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 the 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 an 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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