Field Service Manager - Sydney Metro

Aristocrat Gaming; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

Aristocrat Gaming in Sydney, Australia, is seeking a Field Service Manager to lead a world-class service team and ensure premier customer satisfaction. You will drive service delivery, manage contracts, and mentor a skilled field personnel team.

The role emphasizes data-driven performance, adherence to WH&S, and strong cross-functional collaboration with sales, tech, and operations to meet SLAs and contract goals.

Qualifications

• Proven ability to manage and maintain cross-functional relationships.
• Strong customer orientation with the ability to rapidly recognize areas of concern.
• Excellent problem-solving skills and attention to detail.
• Ability to examine data and produce insightful reports.
• Strong communication abilities and lead by example.
• Experience in managing a team and leading service delivery.
• Strong basic knowledge of P&L requirements.

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 relationships

Customer orientation

Problem solving

Data & reporting

Communication

Team leadership

P&L awareness

Gaming industry experience

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 Sydney 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!
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 usingAI-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.