Field Service Training Lead for Change & Adoption

Light & Wonder; Las Vegas (NV); On-site; USD 75,000 - 115,000; Full time

Job summary

Light & Wonder's Gaming team develops cutting-edge technology, products, and content for iconic casinos and operators worldwide. This Service Operations Trainer role ensures successful adoption of new products, workflow software, and service processes through expert training and change management.

The position partners with instructional design, Salesforce Support, product, and technical teams to drive readiness, competency, and improved customer experiences across field service.

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• 3+ years of dedicated training, teaching, or related experience.
• Valid gaming card and/or the ability to obtain required jurisdictional licenses.
• Must be at least 21 years of age, as required by law. Experience with change management and continuous improvement methodology.
• Lean Six Sigma experience preferred.
• Casino operations and gaming experience preferred.

Responsibilities

• Plays a critical role in driving change management related to any changes in standard operating procedures, Frequently Asked Questions, and owning communications.
• Functions as a dotted line contributor to the Salesforce Support team, with a goal of identifying continuous improvement enhancements and ways to improve communicating change.
• Functions as a Salesforce business subject matter expert related to initiatives, projects, etc.
• Responsible for all Salesforce new hire training.
• Leads recurring subject matter expert meetings with field service leadership.
• Acts as a liaison between field service, product development, and technical teams
• Influences outcomes before launch by contributing to product reviews, software testing, and workflow design
• Combines instruction, process improvement, and technology enablement into one integrated role
• Actively assesses competency and identifies continuous improvement opportunities—not just delivers training
• Partner with instructional designers to create engaging training programs that enhance retention and transfer.
• Lead live in-person training and web-based training sessions to internal clients.
• Identifies opportunities for continuous process improvement within field service.
• Assess service technician competency of workflow software.
• Contributes to testing and development of workflow software.
• Oversees change management communications pertaining to software enhancements and changes in process to field service.
• Remains knowledgeable of new products and services.
• Supports technical product training across product lines as needed.
• Any other duties assigned.

Skills

Facilitation

Presentation skills

Change management

Training delivery

Analytical skills

Cross-functional collaboration

Written communication

Problem solving

Education

Bachelor’s degree in related field or equivalent experience

Tools

Salesforce

LMS

Job description

Light & Wonder's Gaming team develops cutting-edge technology, products, and content for iconic casinos and operators worldwide. This Service Operations Trainer role ensures successful adoption of new products, workflow software, and service processes through expert training and change management.

The position partners with instructional design, Salesforce Support, product, and technical teams to drive readiness, competency, and improved customer experiences across field service.