Field Service Lead

PlayAGS•Fort Lauderdale, FL

51d

About The Position

The Field Service Lead position combines administrative support and project management. This position is responsible for assisting the Regional Service Manager or Field Service Supervisor in day-to-day activities in regards to administrative support and technician scheduling. The position will function as the project manager for critical and high-profile work order projects. The Field Service Lead position does not work standard set hours as work activities may occur throughout a 24-hour day, 7 days a week, including holidays.

Requirements

Prior gaming experience preferred
High School diploma or GED required
Basic project management skills
Requirement to obtain licensing approval by tribal and/or state gaming regulators
Technical certification(s) relating to work on computers and PCs desirable
On occasion, may need to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
Experience with large installs/removals/theme changes
Full time / 40 + Hours per week. Must be flexible to work some overtime, including evenings, weekends and Holidays.
Knowledge of Microsoft Office suite (Word, Excel, Project, etc.)
Some knowledge of working with progressive controllers, servers and other networking devices
Knowledge of the difference between Class II and Class III
Basic understanding of AC/DC electronics
Highly developed problem solving skills
Understands networking with CAT5 and fiber
High proficiency in multi-platform installs/upgrades/theme changes

Nice To Haves

Prior gaming experience preferred
Technical certification(s) relating to work on computers and PCs desirable

Responsibilities

Has administrative responsibility within company systems such as the Field Service ticketing tool and the Corporate ERP.
Performs routine audits of technician service activity in company's service ticket system
Coordinates and supervises local projects for all customer work orders
Responsible to ensure install process is followed from pre-install to post-install
Allocates time blocks and activity assignments for technicians (where applicable) for scheduled tasks such as PM, installation assistance and administrative duties
Interacts with local Compliance officials and ensures local technicians observe all facility protocols
Oversees local casino paperwork necessary to complete work orders
Supervises the real-time maintenance of published assets in each facility
Within the Field Service ticketing tool, audits accuracy of asset database and creates corrective action plan to improve as necessary
Conducts and compiles site surveys
Performs site surveys at new Class II or Class III locations and functions as primary liaison with IAA for communicating project requirements
Some working knowledge of all products AGS offers
May participate in installs or removal of old machines
Completes all reports and paperwork in a timely manner
Must demonstrate excellent customer service skills Mechanically inclined; able to use hand tools
Thorough understanding of Company appearance standards for assets
Must have a good working knowledge of customer's policies and procedures prior to performing work orders
Works as a team player/leader/motivator
Works well with the Technical Assistance Center (TAC) and escalates found issues to TAC and Company management
Provides detailed reports to Company management on all aspects of issues (good or bad) during and post work-order fulfillment