Senior Field Service Leader - Gaming & Customer Experience

GamblingCareers.com; Orange City Council; On-site; AUD 120,000 - 160,000; Full time

Job summary

Aristocrat is seeking a Field Service Manager to lead a world-class service team in Central West NSW, Australia. The role focuses on managing customer relationships, coordinating service contracts, and driving performance through data dashboards while mentoring field personnel to deliver exceptional gaming experiences.

You will ensure WH&S compliance, oversee P&L elements including rosters and overtime, and maintain strong cross-functional partnerships across the business as part of Aristocrat’s

Qualifications

• Strong computer skills and ability to interpret data.
• Proven ability to manage and maintain cross-functional relationships.
• Strong customer orientation with the ability to recognize areas of concern quickly.
• 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 lead by 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

Strong computer skills

Cross-functional relationships

Customer orientation

Team leadership

Problem-solving

Data analysis

Communication

Gaming industry experience a plus

Job description

Aristocrat is seeking a Field Service Manager to lead a world-class service team in Central West NSW, Australia. The role focuses on managing customer relationships, coordinating service contracts, and driving performance through data dashboards while mentoring field personnel to deliver exceptional gaming experiences.

You will ensure WH&S compliance, oversee P&L elements including rosters and overtime, and maintain strong cross-functional partnerships across the business as part of Aristocrat’s