Vice President of Field Services

Gaming Capital Group•Newcastle, OK

6d•Onsite

About The Position

Gaming Capital Group (GCG) is a direct, flexible source of capital for the gaming industry. GCG provides equipment financing, as well as a wide array of financial services, to meet all gaming needs. We are seeking a dynamic and experienced professional to join our team as the Vice President of Field Services. The Vice President of Field Services is a senior executive responsible for leading and scaling all field service operations across assigned territories. This role oversees installation, maintenance, technical support, and customer relationship management for casino gaming equipment and systems. The VP of Field Services ensures operational excellence, regulatory compliance, customer satisfaction, profitability, and continuous improvement across all service functions. This leader will drive strategic initiatives that enhance service delivery, optimize field performance, and strengthen long-term partnerships with our customers.

Requirements

Bachelor’s degree or equivalent combination of education and experience in Business, Engineering, Operations Management, and/or Executive-Level Leadership.
5+ years of progressive leadership experience in field service operations.
Minimum 3 years in a senior leadership role (Director, VP, or equivalent).
Direct experience in the casino gaming industry or highly regulated technical field (gaming, lottery, fintech, ATM, medical devices, etc.).
Proven experience managing multi-region or national field service teams.
Strong understanding of gaming hardware, software systems, and networked environments.
Demonstrated P&L management experience.
Deep knowledge of regulatory compliance within gaming jurisdictions.
Ability to travel 30–50% as required.

Nice To Haves

Experience working with Class II and Class III gaming systems.
Six Sigma, Lean, or other operational excellence certifications.
Experience scaling service organizations during rapid growth.
Background in OEM gaming manufacturing or major gaming suppliers.
Strong relationships within the casino and tribal gaming markets.

Responsibilities

Strategic Leadership Develop and execute a national/regional field service strategy aligned with company growth objectives.
Lead multi-state or multi-regional service teams, including Regional Directors, Service Managers, and Technicians.
Establish KPIs to measure service efficiency, response times, uptime, cost control, and customer satisfaction.
Partner with senior leadership on forecasting, resource planning, and expansion initiatives.
Operational Excellence Oversee installation, preventive maintenance, troubleshooting, and emergency service for gaming machines and systems.
Ensure service level agreements (SLAs) are consistently met or exceeded.
Drive continuous improvement initiatives to improve uptime and reduce service costs.
Implement workforce planning strategies to optimize technician deployment and coverage.
Identify opportunities for growth, strengthen customer relationships, and maintain strong vendor partnerships.
Develop and implement policies and procedures that align with company values and reinforce a positive GCG brand image.
Regulatory & Compliance Oversight Ensure full compliance with state and tribal gaming regulations.
Maintain adherence to all licensing requirements and technical certifications.
Coordinate with compliance and legal teams regarding audits and regulatory reviews.
Customer Relationship Management Serve as executive point of contact for key casino customers.
Partner with Sales and Game Performance team to support revenue growth and contract renewals.
Address escalated service issues and maintain strong customer trust.
Financial Management Own P&L responsibility for field service operations.
Develop and manage annual budgets, including labor, travel, parts inventory, and capital expenditures in collaboration with senior leadership.
Drive cost efficiencies without sacrificing service quality.
Talent & Culture Development Recruit, develop, and retain high-performing service leadership.
Help establish technical training programs and leadership development pathways.
Promote a culture of accountability, safety, and customer-first service.
Perform additional tasks and responsibilities as needed to support company objectives.