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Regional Service Manager Las Vegas, NV

Date Posted: 12/31/2018

Job Snapshot

Job Description

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.

Essential Functions of the Position:

  • 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

Job Requirements

  • High School Diploma or GED required
  • Bachelor’s degree in business or equivalent experience preferred
  • 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 

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

AGS is an equal opportunity employer.