Field Service Manager - Gaming Experience Leader

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

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.