Field Service Manager

Scientific Games, LLC; Kentucky; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Scientific Games, LLC is seeking a Field Service Manager to lead field operations across Texas, Colorado, Ohio and Illinois, with warehousing oversight in Texas. You will manage shipping, receiving and inventory verification, and maintain knowledge of lottery hardware and software to deliver top-tier service.

You will build and coach a cross-functional team, drive data‑driven improvements, and foster strong customer relationships while traveling as needed.

Qualifications

• Associate degree or equivalent work experience.
• Proven leadership ability with strong interpersonal skills.
• Excellent verbal and written communication and customer service mindset.
• Self‑starter with motivation and reliability.
• Strong organization and time-management skills; multitasking capable.

Responsibilities

• Manage field service operations across Texas, Colorado, Ohio, and Illinois.
• Oversee warehousing in Texas, including shipping, receiving, and inventory checks.
• Develop cross‑functional teams and align priorities with company goals.
• Analyze data, prepare reports, and deliver performance presentations.
• Travel overnight as required and maintain DOT compliance.

Skills

Leadership

Communication

Customer service

Initiative

Organization

Time management

On-call escalation

Travel readiness

Education

Associate’s degree

Job description

Scientific Games is a global leader in lottery games, sports betting, and technology. We develop innovative gaming solutions that span backend systems, retail, and digital experiences.

Position Summary

The Field Service Manager will be responsible for all field service operations in Texas, Colorado, Ohio, and Illinois, and will also oversee warehousing operations in Texas (Houston and Dallas). They will manage shipping, receiving, and inventory verification, maintain knowledge of lottery products and equipment, and provide top‑tier service to customers.

Responsibilities

• Manage all field service operations across the specified states.
• Oversee warehousing operations in Texas, including shipping, receiving, and inventory verification.
• Maintain general working knowledge of all lottery games, hardware, software, supplies, and equipment required for field operations.
• Communicate the value of our services and match products with customer needs.
• Build and maintain strong, long‑lasting customer relationships.
• Collaborate with multiple departments to develop a cross‑functional team that meets company goals and objectives.
• Identify short‑ and long‑term departmental strategies and goals.
• Analyze data, prepare reports, and deliver presentations regarding product and team performance, service availability, and field activities.
• Act as the incident manager for all field operational events.
• Assist in the development and support of field operational projects.
• Recruit, train, and develop the team through trust, delegation, feedback, and recognition.
• Demonstrate integrity, ethics, diversity, respect, and an approachable demeanor.
• Identify, develop, and implement field service policies and procedures.
• Assist in planning, monitoring, and supporting the sites/departments budget.
• Monitor proper use of company vehicles and equipment.
• Perform regular customer site visits and phone calls to ensure high‑quality service.
• Engage with each team member through in‑person, field, and phone interactions.
• Ensure the team has the appropriate supplies, equipment, tools, training, and technical support to complete their work effectively.
• Develop, monitor, and maintain accurate inventory levels of equipment and supplies.
• Provide problem diagnosis assistance for hardware and software issues.
• Perform all other duties as assigned.

Qualifications

• Associate’s degree or equivalent work experience.
• Two to four years of experience as a successful leader.
• Excellent interpersonal, verbal, and written communication skills.
• Exceptional customer satisfaction skills.
• Demonstrable leadership skills.
• Proven self‑starter with motivation and ability.
• Strong organization and time‑management skills enabling effective multitasking.
• Maintain an escalation on‑call status.
• Occasional ladder climbing.
• Ability to regularly lift or move 35 pounds or more.
• Pass a background check, drug test, and have a clean driving record.
• Ability to pass DOT certification and drug test.
• Ready to travel overnight.

Physical Requirements

The job requires sitting, standing, walking, bending, using hands, operating a computer, and possessing adequate vision. Regularly lifting or moving 35 pounds or more, occasional ladder climbing, and overnight travel may be required.

EEO Statement

Scientific Games, LLC and its affiliates are an Equal Opportunity Employer and do not discriminate against applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any federal, state, or local protected class. For more information about your equal employment opportunity rights, please refer to the EEOC Poster.