Field Service Manager - Gaming & Customer Experience

Aristocrat; Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

Aristocrat is seeking a Field Service Manager in Sydney to lead a world-class service team and ensure top-tier customer satisfaction. You will manage field operations, coordinate service contracts, and mentor a team while driving performance and compliance with WH&S standards.

Ideal candidates bring cross-functional leadership, strong communication, and data analysis skills to optimise service delivery and contract outcomes in a dynamic gaming entertainment environment.

Qualifications

• 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.
• Exceptional 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.

Responsibilities

• 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

Skills

Cross-functional leadership

Customer focus

Data analysis

Team mentoring

Communication skills

Problem solving

Education

Bachelor's degree

Job description

Aristocrat is seeking a Field Service Manager in Sydney to lead a world-class service team and ensure top-tier customer satisfaction. You will manage field operations, coordinate service contracts, and mentor a team while driving performance and compliance with WH&S standards.

Ideal candidates bring cross-functional leadership, strong communication, and data analysis skills to optimise service delivery and contract outcomes in a dynamic gaming entertainment environment.