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Field Service Supervisor Philadelphia, PA

Date Posted: 5/10/2019

Job Snapshot

Job Description

Responsible for all field service operations for region assigned. Provides direct supervision, training and discipline to field service technicians in assigned territory.  A few key components of the role include developing Field Service Technicians, work order and personnel scheduling and AGS product 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 a 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

 

 

Job 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
  • 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

 

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

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

AGS is an equal opportunity employer.