Field Service Supervisor

PlayAGS, Inc.; Madison (WI); On-site; USD 70,000 - 90,000; Full time

Job summary

PlayAGS, Inc. is seeking a Field Service Supervisor in Madison, WI to lead field service operations for the region, supervise technicians, and optimize AGS product functionality.

The role involves scheduling work orders, training staff, addressing inquiries, and ensuring compliance with policies. Strong leadership, communications, and mechanical/electrical knowledge are essential.

Qualifications

• High School or GED is required.
• Associate or Bachelor’s degree in business or equivalent experience preferred.
• 3 years’ progressively responsible experience in field service in a gaming manufacturing environment preferred.

Responsibilities

• Develops workflow for Field Service Technicians
• Assists in goal setting, skill enhancement and performance review activities for Field Service Technicians
• Investigates and resolves issues from substandard performance
• Ensures company policies and procedures are followed by the team
• Provides training to Field Service Technicians as needed
• Addresses customer inquiries, resolves issues and gathers feedback
• Maintains relationships with teams to ensure service effectiveness
• Assists in interviewing and hiring Field Service Technicians
• Plans and manages scheduled and unscheduled work orders and upgrades
• Conducts and compiles site surveys
• Oversees casino paperwork for work orders
• Interacts with local Compliance officials to ensure protocols
• Demonstrates customer service excellence
• Reviews operating expenses with Regional Service Manager to optimize budget
• Determines short/long-term projections based on customer density
• Updates knowledge through education opportunities
• Communicates with TAC to elevate field issues

Skills

Leadership experience

Team management

Customer service orientation

MS Office proficiency

Mechanical/electrical knowledge

Communication skills

Education

High School or GED

Associate or Bachelor’s degree in business

Tools

MS Office

Job description

The Field Service Supervisor is responsible for all field service operations for the region assigned. Provides direct supervision, training and discipline to field service technicians in his/her assigned territory. A few key components of the role include developing Field Service Technicians, scheduling for work orders and personnel, optimizing AGS products’ functionality.

Responsibilities

• Develops workflow for Field Service Technicians
• Assists in goal setting, skill enhancement and performance review activities for Field Service Technicians
• Investigates and resolves any issues resulting from substandard performance
• Ensures company policies and procedures are followed by team members
• Provides training to Field Service Technicians as needed
• Addresses customer inquiries, resolves issues and obtains customer feedback proactively
• Maintains positive and healthy relationships with various teams to ensure customer service effectiveness
• Assists in interviewing and hiring new Field Service Technicians
• Plans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades
• Conducts and compiles site surveys
• Oversees local casino paperwork necessary to complete work orders
• Interacts with local Compliance officials and ensures local technicians observe all facility protocols
• Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
• Reviews the operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budget
• Determines short-term and long-term projections based on the proximity and number of customers serviced in an particular area
• Updates job knowledge by participating in educational opportunities
• Communicates directly with the Technical Assistance Center (TAC) to elevate found issues in the field

Skills & Requirements

• High School or GED required
• Associate or Bachelor’s degree in business or equivalent experience preferred
• 3 years’ progressively responsible experience in field service in a gaming manufacturing environment preferred.
• Capable of creating an environment of support and accountability
• Previous leadership experience especially within a field service team and/or remote employees
• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
• Experience in building and working in a team atmosphere
• Knowledge in all facets of field operations leadership and management
• Experience in coaching direct reports
• Ability to interact and communicate effectively with technicians, support staff, and valued customers
• General knowledge of mechanical and electrical terminology and practices
• Track record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safety
• Must be proficient with MS office products and possess the ability to learn related sales or service software tools
• This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Physical Requirements & Work Environment

The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, walk or sit for long periods of time and perform repetitive motion type tasks regularly.
• Ability to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
• While performing the duties of this job, the employee is regularly exposed to bending, twisting, climbing, reaching and squatting.
• While performing the job functions of this position, the employee frequently works near powered motor vehicles, power tools, and automated assembly fixtures.
• While performing this position, the employee regularly uses manual and powered hand tools, (electric, battery operated and/or air powered).
• Ability to work in a non-climate-controlled environment
• While performing the job functions of this position, the employee will be required to operate a personal or work assigned vehicle. Must be able to drive long distances when needed.

Note: All offers are contingent upon successful completion of a background check and drug screen and human performance evaluation (physical)

AGS in an equal opportunity employer.

Job Snapshot

Location:

Madison,WI

Job Type:

Field Service/CSC/TAC

Date Posted:

08/25/2026

About Us

AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, and our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners. Learn more at www.playags.com .

Job Snapshot

Location:

Madison,WI

Job Type:

Field Service/CSC/TAC

Date Posted:

08/25/2026

Job Description

Job Overview

The Field Service Supervisor is responsible for all field service operations for the region assigned. Provides direct supervision, training and discipline to field service technicians in his/her assigned territory. A few key components of the role include developing Field Service Technicians, scheduling for work orders and personnel, optimizing AGS products’ functionality.

Responsibilities

• Develops workflow for Field Service Technicians
• Assists in goal setting, skill enhancement and performance review activities for Field Service Technicians
• Investigates and resolves any issues resulting from substandard performance
• Ensures company policies and procedures are followed by team members
• Provides training to Field Service Technicians as needed
• Addresses customer inquiries, resolves issues and obtains customer feedback proactively
• Maintains positive and healthy relationships with various teams to ensure customer service effectiveness
• Assists in interviewing and hiring new Field Service Technicians
• Plans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades
• Conducts and compiles site surveys
• Oversees local casino paperwork necessary to complete work orders
• Interacts with local Compliance officials and ensures local technicians observe all facility protocols
• Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
• Reviews the operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budget
• Determines short-term and long-term projections based on the proximity and number of customers serviced in an particular area
• Updates job knowledge by participating in educational opportunities
• Communicates directly with the Technical Assistance Center (TAC) to elevate found issues in the field

Skills & Requirements

• High School or GED required
• Associate or Bachelor’s degree in business or equivalent experience preferred
• 3 years’ progressively responsible experience in field service in a gaming manufacturing environment preferred.
• Capable of creating an environment of support and accountability
• Previous leadership experience especially within a field service team and/or remote employees
• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
• Experience in building and working in a team atmosphere
• Knowledge in all facets of field operations leadership and management
• Experience in coaching direct reports
• Ability to interact and communicate effectively with technicians, support staff, and valued customers
• General knowledge of mechanical and electrical terminology and practices
• Track record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safety
• Must be proficient with MS office products and possess the ability to learn related sales or service software tools
• This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Physical Requirements & Work Environment

The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, walk or sit for long periods of time and perform repetitive motion type tasks regularly.
• Ability to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
• While performing the duties of this job, the employee is regularly exposed to bending, twisting, climbing, reaching and squatting.
• While performing the job functions of this position, the employee frequently works near powered motor vehicles, power tools, and automated assembly fixtures.
• While performing this position, the employee regularly uses manual and powered hand tools, (electric, battery operated and/or air powered).
• Ability to work in a non-climate-controlled environment
• While performing the job functions of this position, the employee will be required to operate a personal or work assigned vehicle. Must be able to drive long distances when needed.

Note: All offers are contingent upon successful completion of a background check and drug screen and human performance evaluation (physical)

AGS in an equal opportunity employer.

About Us

AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, and our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners. Learn more at www.playags.com .