Senior Field Service Engineer

Scientific Games: Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward. Position Summary The Senior Field Engineer is responsible for making tactical and strategic decisions that impact implementations and overall Field Operations for SG. This position performs standard and technical analysis of goals and objectives of the business environment for which they are in, plan, analyze and implements strategic field operations and business unit solutions. The Sr. Field Engineer develops and reviews high impact processes that strategically align the implementation project and field operations with global SG business partners and customers. This position interacts with project staff who support cross-functional departments focused on more than one project and multiple customers simultaneously. A key responsibility of this position for both internal and external customer is fostering a relationship. This position will develop and nurture professional working relationships between customer and field operations. This person is involved in resolving customer discontent and ensures all customer obligations, Service Level Agreements (SLA) and contracts are met. This person also will ensure that any adverse impact on service quality is minimal. This position works a nonstandard workweek and nonstandard hours while traveling 80% of the year. Job Functions Manage and monitors project implementations including installation of terminals, peripherals, and network hardware along with other operational systems to ensure daily service levels are met. Responsible for first line of field operations of multiple work groups, jurisdictions and systems. Ability to handle high-level multiple jurisdictional field operations with complex applications utilizing more than one operating system. Ability to foster customer relationships. Manages third party consultants as necessary to complete assigned projects and implementations. Directs and coordinates troubleshooting activities for field events, performs site audits and works with local site to adhere to Field Operations policy and procedures. Interface with local Field Service, Operations Manager, Project Manager, and customer staff as appropriate during projects implementations and site reviews. Responsible for creating various levels of documentation including tech training, call center and customer facing. Ability to organize, anticipate and monitor budgetary needs for each project that they manage to ensure fiscal maintenance and general procurement for Lottery Operations. Ability to follow all departmental standards, policies and procedures with latitude to troubleshoot daily issues within established standards. Responsible for training of field staff to insure that they are self-sufficient after / during project implementation period for continuous trouble free operation of all field activities. Participates with the process and staff that minimizes the adverse impact of incidents and problems by working both proactively and reactively. Seeks to discover the root cause of problems and then implements Irreversible Corrective Action (ICA) plans. Recording, reporting, and tracking defects to accurately depict the status of the service levels and identify trends that need addressed. Ensure adherence to prescribed schedules and operating policies and procedures. Helps analyze new business opportunities and the decision support analysis required for responding to Request for Proposals (RFP). Inputs to budget process. Responsible for reviewing all expenditures. Assist with new product development (Hardware and customer interface) including financial and operational components. Ability to be on-call during system events during non-standard work hours. Nonstandard work hours expected regularly exceeding 60 hours per week. Position Requirements / Qualifications A Bachelor’s Degree in Computer Science or equivalent job experience 2 years of management or project leadership experience. 7 years of related technical experience. Basic LAN administration skills. Advanced Microsoft experience. Skills / Abilities Ability to develop and maintain positive working relationships. Ability to communicate with all levels of management. Ability to work with minimal supervision. Ability to troubleshoot technical issues with minimum oversight. Must have average organizational and interpersonal skills. Ability to collect and maintain documentation in accordance with Company protocol. Ability to work in a small environment. Ability to maintain an aggressive project management schedule within the scope of the customer’s expectations. Working knowledge of all Microsoft products. Strong communication skills in both oral and written form. Ability to quickly learn and understand new technologies. Ability to lift 30 lbs. Ability to sit, stand, bend, and stretch at a minimum of 50% of the time for any or all of the movements described. Supervisory Responsibilities This position has no supervisory responsibilities. Job Level Description Works on short-term assignments that often require the application of independent judgment. Fully competent, career-level individual contributor. Qualifications Education Bachelors degree in related field. Years of Related Experience Years of experience 5 to 8 years Physical Requirements The physical demands 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. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment. Work Conditions Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster. Relentless innovation. Legendary performance. And unwavering security. All built on a foundation of trusted partnerships. This is what it takes to be a global leader in lottery games, sports betting and technology. And to propel the industry ever forward. At Scientific Games, we elevate play every day. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we care about the details that drive profits for lottery beneficiary programs. We know what people like to play today. And with the power of data analytics, we can predict what they'll want to play tomorrow. We're always thinking about the player experience. Because it's not just a game. It's an instant of optimistic fun. But the best part? We're just getting started. iLottery and sports betting are the new frontier in play. And Scientific Games is the partner of choice for these growing markets. Because when it comes to digital, trust is everything. The lottery experience is always one of excitement. But we're endlessly innovating, always evolving and firmly committed to responsible gaming. So that the future of lottery funding shines bright. It's a future of stability and inspiration. The strength of security paired with the thrill of the new. It's the future of Scientific Games. The driver of today's favorite lottery games and most advanced technologies, and sustainability for tomorrow. And it all starts now.