Supervisor, Field Services

Grover Gaming•Bow, NH

2d•Onsite

About The Position

The Supervisor - Field Services serves as a seasoned technical leader responsible for an assigned territory and its Field Technician. This role is supervisory at its core, but given the size of the team, the Supervisor also acts as direct backup for the Field Technician, stepping into the field on an ad hoc basis to cover call-outs, PTO, overflow, or escalated issues. The Supervisor is also responsible for warehouse operations supporting the territory. The Supervisor works closely with the Service Operations Manager(s), Director of Operations, and their Field Technician to drive performance and continuous improvement. The supervisor will also partner closely with the sales leader in their territory to promote strong customer satisfaction.

Requirements

High School Diploma or equivalent required.
Minimum of 2 to 3 years of experience in a field technician or similar technical support role.
Strong technical knowledge of EGM hardware and software systems.
Excellent communication, organizational, and problem solving skills.
Ability to manage multiple priorities, including supervisory duties, hands-on field work, and warehouse operations.
Flexible schedule with night and weekend work.
Valid Driver's License with a clean driving record.
Willingness to travel within the assigned region as needed.

Nice To Haves

Demonstrated leadership or mentorship experience preferred.

Responsibilities

Serve as a role model and ambassador of the company's Mission, Vision, and Values (MVV).
Provide mentorship and guidance to the Field Technician, supporting their professional and technical growth.
Oversee preventative maintenance schedules to ensure the assigned territory receives timely service.
Review and analyze service tickets to ensure completeness, identify recurring issues, and verify customer satisfaction.
Conduct regular quality control inspections across assigned locations to ensure consistent service standards.
Identify service gaps or performance issues and collaborate with peers and staff to develop and implement improvement plans.
Support training initiatives and assist with onboarding the Field Technician.
Act as direct backup for the Field Technician, covering routes and service calls as needed during absences, call-outs, or high-volume periods.
Respond in person to escalated technical issues when hands-on support is required.
Step into the field on an ad hoc basis to maintain service continuity across the territory.
Oversee warehouse operations, including shipping, receiving, inventory organization, and cycle counts.
Maintain accurate parts and equipment inventory to ensure the territory is well stocked and supported.
Keep the warehouse organized and audit ready.