Field Service Supervisor

Scientific Games•Cleveland, OH

About The Position

The Field Service Supervisor supports the quality and on-time delivery of all field operations while ensuring our customers are consistently experiencing top-tier customer service. The Field Service Supervisor will successfully lead a team of Field Technicians. The team supports the installation, removal, relocation, preventative maintenance, and break-fix work on all lottery equipment found at retailer locations.

Requirements

High School Diploma or equivalency.
Five years computer software and hardware troubleshooting experience preferred.
One or more years experience as a successful leader is preferred
Excellent interpersonal, verbal, and written communications skills.
Exceptional customer satisfaction skills.
Have demonstratable leadership skills.
Proven self-starter with motivation and ability.
Organization and time management skills that enable effective multitasking.
Maintain an escalation on-call status.
Occasional ladder climbing.
Ability to regularly lift or move 35 pounds or more.
Pass a background check, drug test, and have a clean driving record.
Ability to pass a DOT certification and drug test.
Ability to travel overnight.

Responsibilities

Establish and maintain general working knowledge of all lottery games, hardware, software, supplies, and equipment required for field operations.
Communicate the value of our services and match products with customer needs.
Build and maintain strong, long-lasting customer relationships.
Collaborate with cross-functional teams to meet all company goals and objectives.
Assist in the identification of both long-and short-term departmental strategies/goals.
Assist in the analysis of data, preparation of reports, and delivery of presentations regarding product and team performance, service availability, and field activities.
Act as an incident manager for field operational events.
Assist in the development and support of field operational projects.
Identify, recruit, develop, and support the team through trust, training, proper delegation, listening, providing consistent feedback, positive encouragement, and appropriate recognition.
Demonstrate the highest level of integrity, ethics, diversity, respect, and maintain an approachable demeanor.
Identify, develop, and implement field service policies and procedures.
Assist in the planning, monitoring and support of the sites/departments budget.
Assist in the monitoring, and assurance, of the proper use and service of the company vehicles and equipment.
Perform regular customer site visits and phone calls to ensure top-tier service.
Has regular in person, field, and phone one-on-one engagements with each team member.
Ensure the team has the appropriate quantity of supplies, proper equipment, and tools, along with the adequate training and technical support necessary to complete their work effectively.
Monitor and maintain accurate inventory levels of equipment and supplies.
Regularly performs problem diagnosis assistance of hardware and software issues for team members.