Field Service Supervisor

117 - Field Service - OK East Oklahoma City, Oklahoma

AGS is a full-service designer and manufacturer of gaming products for the casino floor. The Company’s roots are in the Class II, Native American market, and it has recently expanded its product lines to include top performing slot games for the Class III commercial marketplace, as well as live felt table games and mobile gaming.

The recent acquisition of Cadillac Jack®, entry into the table games market, and addition of a mobile gaming segment with the acquisition of RocketPlay, denote a dramatic expansion of AGS products. Increased slot titles and jurisdictional licenses have made AGS the second largest supplier of Class II games in the world and its presence in Class III casinos continues to keep the pace. The diverse line of table products can help casino operators find exactly what they need for any part of the pit and most are available to play for fun online. Last, but not least, the company aims to capture a whole new audience by offering its content through mobile gaming.

At AGS, we realize that a huge part of our success is attributed to the hard work and dedication of our people. We strongly believe that embracing change, empowering our employees, and building a positive team environment are of paramount importance in achieving even more success with limitless potential.

The Field Service Supervisor is responsible for all field service operations for the Eastern Oklahoma Region. Provides direct supervision, training and discipline to field service technicians in the assigned territory.  A few key components of the role include work order and personnel scheduling, working to develop the skillset of AGS' Field Service Technicians and minimizing product downtime by utilizing escalation and problem-solving skills.

Essential Functions:
  • 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 at 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 issues found in the field. 
Education/Years of Experience:
  • High School Diploma 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 preferred
Job Knowledge/Work Experience:
  • 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.
Computer/Technical Skills:
  • 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.

AGS is an Equal Opportunity Employer

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