Field Service Manager

Aristocrat Gaming; Orange City Council; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Global career opportunities

Benefits package

Job summary

Aristocrat Gaming in Central West NSW, Australia, seeks a Field Service Manager to lead a world-class service team and drive exceptional customer satisfaction across venue operations. You will oversee contracts, audits, training, and WHS compliance while delivering proactive service improvements.

You will mentor staff, analyze performance data, and ensure timely fault resolutions and accurate parts management, contributing to the company’s reputation as a world leader in gaming entertainment.

Qualifications

• Experience in leading a service delivery/field team.
• Strong customer-facing and relationship-management skills.
• Ability to analyze data and produce actionable insights.
• Proven track record of mentoring and developing teams.

Responsibilities

• Manage customer relationships and expectations.
• Conduct customer meetings to gather feedback and address concerns.
• Coordinate service contracts and ensure adherence to terms.
• Identify and resolve service delivery issues promptly.
• Lead and mentor a team of Field Service personnel.
• Conduct team meetings and provide technical updates.
• Manage venue, car, and tool audits to uphold standards.
• Oversee rosters, training, and leave in line with policies.
• Ensure WHS compliance across operations.
• Monitor performance via data dashboards and reports.
• Handle customer calls and fault resolutions.
• Manage parts inventory and utilization.
• Coordinate P&L aspects including overtime and contract revenue.
• Ensure all SLAs are met and customer satisfaction is verified.

Skills

Cross-functional leadership

Customer orientation

Data analysis

Strong communication

Problem solving

Team mentoring

P&L awareness

MS Office

Tools

MS Office

Job description

Are you passionate about leading a world-class service team and delivering impeccable service to customers? At Aristocrat, we constantly drive innovation and creativity. We aim to deliver the world’s greatest gaming experience, and you could be vital in this effort. As a Field Service Manager, your role will be crucial in boosting our product and reputation, ensuring customer satisfaction, and encouraging positive relationships within our vibrant team. Join us in Central West NSW, Australia, and be part of an ambitious and established leader in gaming entertainment!

What You'll Do

• Manage customer expectations and relationships
• Conduct customer meetings to gather feedback and address concerns
• Coordinate service contracts and ensure adherence to terms
• Identify and resolve service delivery issues promptly
• Lead and mentor a team of Field Service personnel
• Conduct team meetings and provide technical updates
• Perform venue, car, and tool audits to maintain standards
• Manage employee training, rosters, and leave in alignment with company policies
• Ensure compliance with WH&S regulations
• Examine data and manage dashboards to observe performance
• Handle customer calls and fault resolutions
• Manage parts inventory and ensure accurate utilization
• Coordinate P&L management, including overtime and contract revenue
• Ensure all SLA's are met to verify customer satisfaction

What We're Looking For

• Strong computer skills and basic knowledge of P&L requirements
• Proven ability to manage and maintain cross-functional relationships
• Strong customer orientation with the ability to rapidly recognize areas of concern
• Prior experience in managing a team and leading service delivery
• Excellent problem-solving skills and attention to detail
• Ability to examine data and produce insightful reports
• Strong communication abilities and the capacity to guide through example
• Experience in the gaming industry or a related field is a plus

We offer robust benefits, global career opportunities, and the chance to work with a world leader in gaming entertainment. Join Aristocrat and help us bring joy to life through the power of play!

About Us: Aristocrat and Aristocrat Gaming

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness), and regulated online real-money gaming (Aristocrat Interactive). Our team of over 7,400 employees worldwide is united by our company's mission of bringing joy to life through the power of play.

Aristocrat Gaming is a part of Aristocrat and the world’s number one premium provider of casino games, innovative technology, and customer-experience solutions. We have over 70,000 electronic game machines and 10+ creative studios, and have been ranked as the #1 top game supplier for five consecutive years. Aristocrat Gaming supports every facet of gaming floor operations from product to sales, systems, and service. Our products are renowned for innovative hardware, vivid graphics, groundbreaking mechanics, and superior performance, and our creative and technical talent is the best in the industry.

Diversity and inclusion are integral to our values of Talent Unleashed, Collective Brilliance, Good Business, Good Citizen, and It’s All About the Player. We celebrate diversity and do not discriminate based on gender, race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.