Install Coordinator Supervisor

Light & Wonder•Las Vegas, NV

About The Position

Gaming: Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe. Position Summary Essential Job Functions: Supervise, coach, and develop a team of Scheduling Install Coordinators. Monitor daily workloads, distribute assignments, and adjust staffing as needed to meet demand. Provide ongoing guidance, performance feedback, and support individual development plans. Conduct regular team meetings to reinforce priorities, share updates, and drive accountability. Oversee order scheduling, customer coordination, and workflow management from order intake to installation/removal. Review and troubleshoot order discrepancies, delays, or escalations; drive timely resolution. Maintain service-level targets (accuracy, turnaround time, confirmation timelines, scheduling completion metrics). Work closely with Sales, Field Service, Commercial Strategy, Order Management, Product Support, Sales Operations and Finance to ensure alignment and timely movement of orders. Serve as a point of escalation for the Sales and Field Service teams when scheduling or fulfillment issues arise. Communicate proactively with internal partners to prevent delays, clarify requirements, and maintain customer expectations. Track team productivity, quality metrics, backlogs, and scheduling KPIs; provide regular reporting to leadership. Analyze data to identify trends, bottlenecks, and areas for improvement. Support leadership with operational dashboards, workload forecasting, and staffing recommendations.

Requirements

High School Degree Required
3 plus years scheduling experience in Gaming or Similar Business
Knowledge, Skills, & Abilities
Must possess excellent internal and external customer service skills
Must be able to adapt to stressful customer situations.
Must have the ability to work through problems to resolution while maintaining a professional demeanor.
Able to organize and manage the scheduling of field services
Effectively and efficiently communicating with the customer while ensuring the delivery of high-quality service.
Demonstrates the ability to effectively negotiate and drive resolution as required
Ability to effectively manage a diverse workforce
Well versed in effectively interacting with customers and internal partners to identify and process customer requirements effectively and efficiently.
Able to courteously interact with clients to ensure positive customer experience
Drive and exhibit the company core values.
Build sustainable relationships of trust through open and interactive communication.
Ability to use root cause analysis and problem-solving techniques.
Excellent communication skills with a customer service approach.
Ability to work under pressure during various business cycles.
Approachable, transparency and integrity.
Adaptable.
Embraces technology.

Nice To Haves

Gaming Industry Experience preferred.
Regulatory Experience preferred.
Knowledge of all components used in gaming products and the ability to distinguish these components.
Oracle Experience and Microsoft Applications preferred.
Demonstrates the ability to act as a proxy as required.

Responsibilities

Supervise, coach, and develop a team of Scheduling Install Coordinators.
Monitor daily workloads, distribute assignments, and adjust staffing as needed to meet demand.
Provide ongoing guidance, performance feedback, and support individual development plans.
Conduct regular team meetings to reinforce priorities, share updates, and drive accountability.
Oversee order scheduling, customer coordination, and workflow management from order intake to installation/removal.
Review and troubleshoot order discrepancies, delays, or escalations; drive timely resolution.
Maintain service-level targets (accuracy, turnaround time, confirmation timelines, scheduling completion metrics).
Work closely with Sales, Field Service, Commercial Strategy, Order Management, Product Support, Sales Operations and Finance to ensure alignment and timely movement of orders.
Serve as a point of escalation for the Sales and Field Service teams when scheduling or fulfillment issues arise.
Communicate proactively with internal partners to prevent delays, clarify requirements, and maintain customer expectations.
Track team productivity, quality metrics, backlogs, and scheduling KPIs; provide regular reporting to leadership.
Analyze data to identify trends, bottlenecks, and areas for improvement.
Support leadership with operational dashboards, workload forecasting, and staffing recommendations.
Schedule job tasks for the field service department including product installations, conversions, equipment removal, preventative maintenance, and upgrades.
Scheduled job task in the most efficient manner that includes the understanding of field services capacity.
Effectively communicate with customers’ and provide all required documentation per the service level agreement time frame.
Research customer orders and confirm configurations with the customer and resolve customer disputes.
Demonstrates the ability create shipping request and determine transit times based on geography of shipment.
Demonstrates the ability to run reports as required.
Effectively interface and communicate with other functions
Participate in internal meetings as required
Maintain the master customer file
Drives continuous process improvements.
Other duties as assigned