Field Service Manager

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Act as the main point of contact for Field Service personnel, Regional Field Service Manager/Director, and the General Manager.

• Supervise field operations and the management of lottery equipment at various site locations throughout the state.

• Oversee the inventory and management of consumable supplies.

• Direct field repair activities, including installation, relocation, removal, communication, and related procedures.

• Ensure high-quality and timely execution of field service tasks that support SGI Online Operations.

• Manage, recruit, develop, coach, and train Field Services personnel.

• Prepare and oversee departmental budgets within approved parameters.

• Conduct field evaluations, performance reviews, development guidance, and annual assessments for staff.

• Supervise field-related projects.

• Troubleshoot issues and provide telephone support to technicians regarding field hardware and software.

• Monitor call queues, direct personnel towards achieving zero SLAs, and reduce overtime.

• Establish and uphold departmental procedures for training, scheduling, dispatch, escalation, reporting, preventative maintenance, repairs, and safety.

• Ensure staff have the necessary equipment, supplies, tools, and training.

• Perform Field Service audits and ride-alongs; track service-call volume, duration, and trend data for ongoing improvement.

• Follow up with retailers after service calls are completed.

• Collaborate with Lottery staff and engage in task forces to address recurring issues; represent Scientific Games in Lottery meetings.

• Manage the Company fleet vehicles, including conducting monthly inspections, maintenance, and ensuring policy compliance.

• Monitor inventory of parts and consumables.

• Provide backup support to technicians, Dispatch, and Field Services staff.

• Collect and generate statistical data on the efficiency of Field Services.

• Participate in Field Services meetings.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or equivalent.

• Comprehensive knowledge of lottery-related computer software, hardware technologies, and communication technologies.

• Clean driving record.

• Previous experience in project and personnel supervision or management is preferred.

• Strong verbal and written communication skills.

• Capacity to quickly learn and comprehend new technologies.

• Exceptional customer service abilities.

• Capability to maintain positive working relationships.

• Physical ability to lift and move up to 70 lbs.

• 5 to 8 years of relevant experience.

• Ability to sit, stand, walk, bend, use hands, operate a computer, and perform tasks requiring close and distance vision.

• Must meet applicable gaming, lottery, licensing, background investigation, security, legal, regulatory, and contractual requirements as a condition of employment where necessary.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

• Access to company fleet vehicles for job responsibilities.

• Background investigation/security checks and required licensing support will be provided as applicable to the role.