Service Manager

About Us

Accel Entertainment partners with small business owners to help their businesses thrive. We provide regulated electronic gaming machines and amusement devices in customized, inviting spaces and then support the partnership with best-in-class service, marketing, and dedicated relationship management to continue to improve business results. With a strong culture of compliance, Accel is the largest distributed gaming operator, committed to helping its local business partners succeed. We provide video gaming terminals, redemption terminals and amusement devices (pool tables, juke boxes, dart boards, etc.) to bars, restaurants, convenience stores, truck stops and fraternal and veteran establishments across the country.

Job Description :

DUTIES AND RESPONSIBILITIES

· Provide leadership and supervision to service technicians, including hiring, training, scheduling, and performance

management, to ensure efficient and effective service delivery.

· Coordinate service activities, including scheduling service appointments, dispatching technicians, and allocating resources, to

ensure timely and efficient resolution of customer issues.

· Develop and implement training programs for technicians to enhance their skills and knowledge in gaming equipment

maintenance and troubleshooting.

· Serve as the main point of contact for customers, addressing inquiries, providing information, and resolving complaints to

ensure high levels of customer satisfaction.

· Monitor service quality and performance, conduct quality inspections, and implement corrective actions as needed to maintain

high standards of service delivery.

· Manage service budgets and expenses, including labor costs, materials, and equipment, to ensure cost-effective service

operations and adherence to budgetary constraints.

· Identify opportunities for process improvements and service enhancements, implement best practices, and drive continuous

improvement initiatives to optimize service delivery.

· Prepare and analyze service performance metrics, such as response times, resolution rates, and customer satisfaction scores,

and provide regular reports and updates to management to inform decision-making and drive improvement efforts.

QUALIFICATIONS

· 3 years of management experience

· Proficient in reading and interpreting technical documentation and schematics.

· Proficient in Microsoft Office Suite and familiarization with Salesforce a plus

· Ability to prepare reports, business correspondence, and coordinate schedules between many parties

· Excellent written and verbal communication skills

· Ability to understand and follow written and verbal instructions

· Strong organizational, problem-solving, management, and analytical skills; able to manage priorities and workflow

· Ability to work independently and as a member of various teams

· Versatility and willingness to work within constantly changing priorities with enthusiasm

· Ability to maintain friendly, cooperative, and professional relationships with customers in a variety of settings

· Experience working within a highly regulated industry subject to significant compliance standards and regulations

· PHYSICAL DEMANDS AND WORK ENVIRONMENT

· This position operates in a professional office environment. This role routinely uses standard office equipment (computers, phones, fax machines, photocopiers, and filing cabinets). · Frequently required to stand, sit, walk, talk, and hear · Frequently required to climb, balance, bend, stoop, kneel, or crawl · Continually required to utilize hand and finger dexterity, including calculating figures and use of a keyboard · Occasionally required to lift/push weights up to 50 pounds · Specific vision abilities required for this job include close, distance, and peripheral vision, depth perception, and ability to adjust or focus · Noise level in the work environment is usually moderate

#CGTGaming

Base Pay Range :

18-20

Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, critical illness, and hospital insurance; short and long-term disability; identity/legal protection; as well as access to FSA and HSA accounts. Full and part-time employees are eligible to contribute to traditional and/or Roth 401(k) plans. Our Employee Assistance Program (EAP) offers counseling for a multitude of topics including (but not limited to) mental health, finances, adult care, disability, and grief.

Accel Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.