Field Service Supervisor

AGS - American Gaming Systems; Reno (NV); On-site; USD 75,000 - 110,000; Full time

Job summary

AGS - American Gaming Systems in Reno, NV is seeking a Field Service Supervisor to oversee regional field service operations, supervise technicians, and optimize product functionality across sites.

The role emphasizes developing personnel, coordinating work orders and upgrades, ensuring policy compliance, and delivering high-quality customer service in a gaming environment.

Qualifications

• 3 years’ field service leadership experience in gaming manufacturing.
• Strong leadership and accountability.
• Excellent communication and teamwork.
• Proficiency with MS Office and service software.
• Regulatory awareness; NGCB or gaming regs preferred.

Responsibilities

• Supervise and develop Field Service Technicians.
• Plan, schedule, and manage field work orders.
• Ensure compliance with company policies and safety standards.
• Collaborate with TAC for issue escalation.

Skills

Field Service Leadership

Team Management

Customer Service

Scheduling

Communication

MS Office

Budgeting

Training/Mentoring

Driving long-distance

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

None

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 escalates 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.
• Transferable management skills.
• 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 is an equal opportunity employer.