Gaming Field Service Lead — Customer Experience

Nearheal Pty Ltd (trading as Nearheal); Orange City Council; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Aristocrat, a world leader in gaming entertainment, seeks a Field Service Manager in Central West NSW, Australia to lead a high-performing service team and drive excellent customer satisfaction.

You will manage service contracts, audits, training, and dashboards, ensure WH&S compliance, and mentor staff while delivering on-time, quality service that supports our reputation as a market leader.

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.
• 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.

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

People leadership

Customer relationship management

Data-driven decisions

Problem solving

Communication

Audit & compliance

Team mentoring

Job description

Aristocrat, a world leader in gaming entertainment, seeks a Field Service Manager in Central West NSW, Australia to lead a high-performing service team and drive excellent customer satisfaction.

You will manage service contracts, audits, training, and dashboards, ensure WH&S compliance, and mentor staff while delivering on-time, quality service that supports our reputation as a market leader.