Field Service Manager

Aristocrat Leisure; Orange (CA); On-site; USD 85,000 - 114,000; Full time

Job summary

Aristocrat Leisure is seeking a Field Service Manager to lead a world-class service team across Australia. You will drive customer satisfaction, manage field operations, and mentor staff to deliver high-quality service and keep SLAs with precision.

You will oversee training, dispatch, and audits while coordinating with multiple stakeholders to ensure smooth service delivery and strong profitability. A hands-on leader with a track record in gaming or related tech is preferred.

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

Leadership

Customer orientation

Data analysis

Team management

Cross-functional relationships

P&L awareness

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 Central West NSW, Australia, and be part of an ambitious and established leader in gaming entertainment!What You'll DoManage customer expectations and relationshipsConduct customer meetings to gather feedback and address concernsCoordinate service contracts and ensure adherence to termsIdentify and resolve service delivery issues promptlyLead and mentor a team of Field Service personnelConduct team meetings and provide technical updatesPerform venue, car, and tool audits to maintain standardsManage employee training, rosters, and leave in alignment with company policiesEnsure compliance with WH&S regulationsExamine data and manage dashboards to observe performanceHandle customer calls and fault resolutionsManage parts inventory and ensure accurate utilizationCoordinate P&L management, including overtime and contract revenueEnsure all SLA's are met to verify customer satisfactionWhat We're Looking ForStrong computer skills and basic knowledge of P&L requirementsProven ability to manage and maintain cross-functional relationshipsStrong customer orientation with the ability to rapidly recognize areas of concernPrior experience in managing a team and leading service deliveryExcellent problem-solving skills and attention to detailAbility to examine data and produce insightful reportsStrong communication abilities and the capacity to guide through exampleExperience in the gaming industry or a related field is a plusWe 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!About Us: Aristocrat and Aristocrat GamingAristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness), and regulated online real-money gaming (Aristocrat Interactive). Our team of over 7,400 employees worldwide is united by our company's mission of bringing joy to life through the power of play.Aristocrat Gaming is a part of Aristocrat and the world’s number one premium provider of casino games, innovative technology, and customer-experience solutions. We have over 70,000 electronic game machines and 10+ creative studios, and have been ranked as the #1 top game supplier for five consecutive years. Aristocrat Gaming supports every facet of gaming floor operations from product to sales, systems, and service. Our products are renowned for innovative hardware, vivid graphics, groundbreaking mechanics, and superior performance, and our creative and technical talent is the best in the industry.Diversity and inclusion are integral to our values of Talent Unleashed, Collective Brilliance, Good Business, Good Citizen, and It’s All About the 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.Compensation PhilosophyWe 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.