Gaming Field Service Leader

VALICY; Las Vegas (NV); On-site; USD 80,000 - 110,000; Full time

Job summary

VALICY in Las Vegas is seeking a Field Service Manager to lead a team of Field Service Technicians responsible for installing, maintaining, upgrading, and repairing electronic gaming machines across the territory. The role emphasizes customer satisfaction, safety, and adherence to regulatory controls.

You will coach technicians, manage scheduling and performance, coordinate with casino staff, and ensure high availability of gaming equipment while meeting key KPIs such as First Time Fix,

Qualifications

• Strong leadership to guide Field Service Technicians.
• Ability to communicate clearly in writing and verbally.
• 5+ years in customer service or field service environments.
• Technical knowledge of EGMs and basic electronics.
• Gaming industry experience preferred with accountability to performance.

Responsibilities

• Lead, coach, and develop a team of Field Service Technicians.
• Conduct regular one-on-one meetings and performance reviews.
• Recruit, hire, onboard, and mentor technical personnel.
• Develop succession plans and identify future leaders.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Promote employee engagement and retention.
• Build relationships with casino management and technical staff.
• Ensure rapid response to service issues and escalations.
• Maintain high customer satisfaction and meet SLAs.

Skills

Customer service

Field service

EGM knowledge

Technical leadership

MS Office

CRM experience

Scheduling

Passport

Hands-on

Leadership

Tools

HubSpot

Zendesk

Netsuite

Job description

VALICY in Las Vegas is seeking a Field Service Manager to lead a team of Field Service Technicians responsible for installing, maintaining, upgrading, and repairing electronic gaming machines across the territory. The role emphasizes customer satisfaction, safety, and adherence to regulatory controls.

You will coach technicians, manage scheduling and performance, coordinate with casino staff, and ensure high availability of gaming equipment while meeting key KPIs such as First Time Fix,