Manager, Field Service
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About The Position
The Field Service Manager will successfully lead a team of field service personnel including: Supervisors, Retailer Care Specialists, Bench Technicians, and Field Technicians. The team supports the installation, removal, relocation, preventative maintenance, and break-fix work on all lottery equipment found at retailer locations. 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 multiple departments to develop a cross-functional team to meet all company goals and objectives. Identify both long-and short-term departmental strategies/goals. Analyze data, prepare reports, and deliver presentations regarding product and team performance, service availability, and field activities. Act as the incident manager for all 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. Monitor, and ensure, the proper use and service of 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. Develop, monitor, and maintain accurate inventory levels of equipment and supplies. Periodically perform problem diagnosis assistance of hardware and software issues for team members.
