Director, Field Services

Walker Digital Table Systems•Las Vegas, NV

2d•$125,000 - $175,000•Onsite

About The Position

WDTS is hiring a Director, Field Services to lead its onsite Field Services organization across multiple regions. The team installs, upgrades, repairs and maintains WDTS gaming hardware and RFID table technologies at casino properties. The Director owns service quality, installation outcomes and customer satisfaction, and develops Field Service Managers, Supervisors and Bench Technicians through standards, development plans, certification and licensing programs, and performance management. Reporting to the VP of Global Support, the Director sets the field service strategy, operating plan, budget, staffing and coverage model. The role oversees service delivery, technician dispatch and scheduling, inventory and bench repair flows, and service KPIs. It serves as the senior escalation point for key casino customers and represents WDTS with regulators and at industry events. The position is based onsite in Las Vegas, Nevada, with 20–40% domestic and international travel.

Requirements

Bachelor’s degree in Business Administration, Engineering, Computer Science or a related field, or an equivalent combination of education and experience.
10+ years of experience in field service, installation or technical delivery roles, including 5+ years leading field technicians and/or field service managers.
Experience in casino gaming or gaming hardware field service, including installations, conversions or maintenance on casino floors.
Proven experience leading multi-site, multi-region field service teams; multinational-company experience is preferred.
Experience managing technician dispatch, scheduling, workforce planning, parts and spares, and a departmental budget.
Working knowledge of jurisdictional gaming licensing for field personnel and onsite safety practices.
Ability to obtain and maintain Nevada Gaming Control Board gaming employee registration and required licenses in other jurisdictions served; must be at least 21 years old to work on casino gaming floors.
Valid passport or ability to obtain one before the first international trip, and a valid driver’s license.
Proficiency with Microsoft Office, SharePoint, Jira and Confluence, and daily use of AI tools, including generative AI, as a productivity tool.
Professional-level written and spoken English.
Ability to satisfactorily complete a background check and other screening required by gaming regulators.
Ability to travel domestically and internationally 20–40%, including occasional evenings, weekends and holidays for installations and critical customer needs.

Nice To Haves

Hands-on or leadership experience with RFID technologies, table-game systems or casino management systems.
Experience with a gaming manufacturer or supplier, such as a table-game, slot or systems vendor.
Experience building technician training, certification and career-path programs.
Proficiency in additional languages used in regions served, such as Spanish, Mandarin, Cantonese, Tagalog or Japanese.
PMP, ITIL or Lean/Six Sigma certification.
Experience representing a company with gaming regulators or at industry events such as G2E or G2E Asia.

Responsibilities

Lead Field Service Managers, Supervisors and Bench Technicians across multiple regions; set goals, conduct performance evaluations and hold leaders accountable.
Assess direct reports against competency and certification standards, create individual development plans and develop succession candidates.
Set organization design and staffing levels, select Leads, and approve hiring and promotions within approved headcount and budget.
Own workforce planning and succession with HR, and maintain job descriptions, levels and career paths.
Make final decisions on escalated disciplinary and termination cases in partnership with HR.
Define and execute the field service strategic and operating plans with the VP of Global Support and executive leadership.
Allocate headcount, budget and coverage across sites, regions and teams, and manage the function to budget.
Lead regional initiatives to improve field delivery, including technologies, AI-enabled tools, processes and industry best practices.
Oversee installation, commissioning, upgrades, repairs and preventive maintenance of RFID technologies and gaming hardware at casino properties.
Own technician dispatch and scheduling; set standards for installations, game conversions and casino-floor work, including on-time arrival, first-time fix rates and repeat-visit reduction.
Manage parts, spares, inventory, bench repair and return workflows, and tools and test equipment.
Define the handoff between Field Services and Technical Services so onsite issues are dispatched quickly and field findings are recorded for support.
Monitor installation schedule adherence, first-time fix rate, response time and customer satisfaction; use data to improve results.
Build relationships with key casino customers and serve as the senior contact for onsite escalations and critical issues.
Ensure field operations meet applicable gaming regulatory, licensing and safety requirements, including gaming employee registration for casino-floor personnel.
Set technician training, certification and licensing standards and track organizational compliance.
Collaborate with Sales, Product Management and Engineering on deployments and product improvements informed by field insights.
Represent WDTS at industry conferences, technical panels and regulatory events.