Director of Service

Ainsworth Game Technology•Las Vegas, NV

1d•Onsite

About The Position

The Director of Service, based in Las Vegas, reports to the SVP of Sales and Service. This position's primary focus is to oversee and manage the daily operations of the company's field service and technical support organization, ensuring the reliability and performance of Ainsworth's installed base of gaming products across North America. The Director of Service works closely with the SVP of Sales and Service to shape service strategy and represents the field service and technical support function within the broader Sales and Service leadership team. This role has full oversight of Ainsworth's field service and technical support operations across North America (for US and Canada only), including all regional field service managers, field service technicians, and technical support staff. The Director of Service is accountable for the performance, reliability, and serviceability of Ainsworth's entire installed base of gaming products on casino floors, and for the processes, tools, vendor, and internal AGT relationships that support that mission. The Director of Service is expected to use service call trends, and customer feedback to proactively identify gaps in the current state of service delivery and to define actions that close them. This includes working with CRM and field service management systems to track uptime, repair turnaround, and customer satisfaction, and translating that data into process improvements and product feedback for Engineering and R&D Hardware.

Requirements

College degree is required
8+ years of progressive leadership experience in field/technical service and customer service, including experience managing a geographically distributed team
Ability to analyze feedback from customers, subordinates and colleagues and recognize effectiveness or gaps in processes and procedures to define identify trends, and process improvement opportunities
Involvement in performing operational/regulatory risk assessments as it relates to customer-facing activities and strategies
Work with CRM system developers and use of the Ainsworth CRM (Customer Relationship Management) systems as it relates to field service management
Work with other field service systems within Ainsworth as they relate to field service management
Strategic, innovative and results-driven leader who builds alignment, solves complex challenges and moves initiatives decisively from concept through successful execution
Strong working knowledge of electromechanical and electronic systems, diagnostics, and repair processes for complex equipment
Excellent communication and relationship-management skills, with the ability to lead the Service team’s escalation process and serve as an executive-level point of contact for casino customers experiencing high-impact service issues
The successful candidate must be able to obtain and maintain a Nevada Gaming registration.

Nice To Haves

Significant experience in the gaming/casino industry, slot machine manufacturing, or a closely related electromechanical/technology-equipment field preferred

Responsibilities

Principal individual for field service operations across North America
Oversight of the field service and technical support teams
Lead, coach, and scale a team of regional field service managers, field service technicians, and technical support staff
Use of data, and customer feedback to identify gaps and opportunities in service delivery
Establish and enforce internal and external service department policies, procedures, and customer and internal relationship standards
Guide service strategy and identify departmental objectives in alignment with the broader AGT Corp, and Sales
Oversight of EGM install base uptime, repair performance, and warranty operations
Identify gaps regarding service, delivery, and support functions and draft and execute corrective actions
Interface with multiple departments – including but not limited to Sales, Game Development, Production, R&D Hardware, Engineering, Accounting and Shipping
Manage service vehicles, service parts inventory, logistics, and depot repair operations in coordination with Production and Shipping
Manage the escalation process for the Service team as they are one of the initial escalation points for casino accounts on high-impact service issues
Build and maintain service contracts, including warranty terms, and service-level agreements with casino customers in partnership with Sales leadership
Partner with Engineering and R&D Hardware to feed field failure data, reliability trends, and customer feedback into Engineering, Game Development and QA teams to and assist as needed to develop improvement plans or tools
Own the service department's budget, headcount planning, and workforce scheduling, including on-call and after-hours coverage for casino customer operations and support
Establish, track and report key service KPIs to the SVP of Sales and Service and North American leadership; identify root causes of recurring issues and drive corrective action plan and process improvements
Recruit, train, and certify field service technicians
Work with Engineering on new equipment releases and train field service and NOC teams on the new cabinets, new or updates to platforms, game content, and system releases as Ainsworth's product portfolios evolve
Oversee the Network Operations Center (NOC), providing support for internal and external customers, responding to alerts, incidents, and service requests, and escalating critical issues to Engineering, Development, and Management teams as required