National Service Manager

Amuze; Dallas (TX); Híbrido; USD 100.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

401(k) with company matching

Paid holidays

Descripción de la vacante

Amuze-Bar Partners seeks a National Service Manager to lead and coordinate a geographically dispersed team of service leaders, technicians, and installation personnel across the United States. You will establish national procedures, guide advanced technical issues, and optimize uptime and customer experience through data-driven improvements.

The role requires strong mechanical/electrical aptitude, extensive field-service experience, and the ability to travel domestically while coordinating with

Formación

• Five or more years of technical service or field-service experience.
• Three or more years leading technicians or service operations.
• Strong mechanical and electrical aptitude; read diagrams/schematics.
• Willingness to travel domestically with valid driver’s license.
• Experience with troubleshooting across electrical, electronic, software, and connectivity systems.

Responsabilidades

• Lead, coach, and support service leaders, technicians, and installation personnel across markets.
• Establish national procedures for service intake, dispatch, troubleshooting, and work-order closure.
• Oversee preventive maintenance and arcade sweep programs to keep equipment operational.
• Provide advanced technical guidance for arcade games, redemption equipment, and related systems.
• Coordinate installation planning, testing, and training for technicians and venue staff.
• Analyze recurring equipment failures and implement corrective actions to reduce downtime.

Conocimientos

Technical leadership

Mechanical aptitude

Electrical aptitude

Troubleshooting

Remote support

Domestic travel

Communication

Educación

Technical degree / trade-school training

Herramientas

Intercard

Amusement Connect

Tigapo

Semnox

Kiosoft

Embed

Descripción del empleo

Amuze-Bar Partners provides vending and amusement solutions for bars, nightclubs, movie theaters, sporting arenas, and family entertainment centers across the United States. The National Service Manager leads technical service operations across the company’s markets, creating consistent standards for equipment maintenance, repairs, installations, technical support, parts management, and service performance.

This role supports a geographically dispersed team of service leaders, technicians, and installation personnel. The manager will combine hands‑on technical expertise with national operational leadership to improve equipment uptime, service quality, technician capability, and the customer experience.

KEY RESPONSIBILITIES

• Lead, coach, and support service leaders, technicians, and installation personnel across multiple markets.
• Coordinate staffing and service coverage with local operations managers, clarifying responsibilities and prioritizing safety concerns, equipment outages, installations, and urgent venue needs.
• Establish national procedures for service intake, dispatch, prioritization, troubleshooting, escalation, and work‑order closure.
• Oversee preventive maintenance and arcade sweep programs to keep equipment operational, clean, stocked, and properly maintained.
• Provide advanced technical guidance for arcade games, redemption equipment, cranes, simulators, photo booths, jukeboxes, pool tables, kiosks, vending equipment, cashless payment systems, and related components.
• Support systems including Intercard, Amusement Connect, Tigapo, Semnox, Kiosoft, and Embed.
• Troubleshoot complex electrical, electronic, mechanical, electro‑mechanical, software, and connectivity issues through remote support and field visits.
• Oversee equipment installation planning, assembly, configuration, testing, acceptance, handoffs, and training for technicians and venue personnel.
• Analyze recurring equipment failures and implement corrective actions that reduce repeat visits, downtime, and unnecessary replacement costs.
• Partner with Pipeline Games to share field reports and customer feedback, identify recurring equipment or design issues, and improve game reliability, serviceability, and customer experience.
• Develop and maintain troubleshooting guides, technical procedures, training materials, and a shared service knowledge base, including version control as systems and equipment change.
• Assess technician skills and coordinate onboarding, manufacturer training, coaching, and performance feedback with local managers and HR.
• Support recruiting, interviewing, workforce planning, and succession development for technical‑service positions.
• Establish standards for critical spare parts, repair components, tools, stocking levels, replenishment, and inventory accuracy across markets.
• Coordinate prize inventory and replenishment needs that affect machine availability and customer experience.
• Maintain accurate work orders, service histories, maintenance records, equipment data, and inventory documentation.
• Track equipment uptime, response and resolution times, first‑visit repair success, repeat calls, maintenance completion, repair costs, and technician productivity.
• Report service trends, risks, and corrective actions to leadership.
• Plan and monitor service spending within approved budgets, including labor, overtime, travel, parts, and outside repairs.
• Recommend repair‑versus‑replacement decisions based on cost, reliability, and equipment performance.
• Coordinate manufacturer support, warranty claims, replacement parts, software updates, purchasing, and outside service providers.
• Resolve escalated venue concerns and communicate clearly about repair status, service commitments, and equipment performance.
• Ensure safe work practices, proper tools and protective equipment, compliance with manufacturer procedures, and accurate incident reporting.
• Coordinate vehicle and driving requirements with operations and HR when applicable.
• Support new markets and acquisitions by assessing service practices, equipment condition, parts requirements, staffing capabilities, and training gaps, then implementing approved standards.
• Perform hands‑on repairs when advanced expertise or additional support is required.
• Complete related responsibilities as assigned.

REQUIRED QUALIFICATIONS

• Five or more years of technical service, equipment maintenance, or field‑service experience, or equivalent demonstrated experience.
• Three or more years leading technicians or service operations.
• Strong mechanical and electrical aptitude, including experience troubleshooting circuits, wiring, motors, switches, sensors, power supplies, control boards, and related components.
• Working knowledge of connected equipment and networking, including routers, switches, cabling, IP addresses, and connectivity troubleshooting.
• Ability to read equipment manuals, wiring diagrams, and schematics.
• Ability to safely use diagnostic tools and electrical testing devices.
• Experience managing competing service priorities, coaching employees, resolving customer concerns, and coordinating work across locations.
• Strong written and verbal communication, organizational, analytical, and problem‑solving skills.
• Proficiency with spreadsheets and service‑management systems.
• Ability to travel domestically, including overnight trips.
• Valid driver’s license and an acceptable driving record when driving is required.
• Ability to work in offices, warehouses, and customer venues, including noisy areas and confined equipment spaces.
• Ability to stand, walk, bend, kneel, crouch, and reach while inspecting, installing, or repairing equipment.
• Ability to safely use hand tools, power tools, diagnostic equipment, and electrical testing devices.
• Ability to perform detailed work involving wiring, circuit boards, mechanical assemblies, and small components.
• Ability to safely move or position equipment, parts, and supplies using appropriate material‑handling equipment or team assistance.
• Ability to use computers and mobile devices for remote support, service records, reporting, and communication.

PREFERRED QUALIFICATIONS

• Experience in the amusement, arcade, vending, gaming, or family entertainment industry.
• Experience managing a dispersed service team or supporting multiple markets, branches, or operating entities.
• Experience servicing arcade games, redemption equipment, cranes, simulators, photo booths, jukeboxes, pool tables, kiosks, vending equipment, and cashless payment systems.
• Experience developing preventive maintenance programs, parts controls, technical training, service procedures, or performance dashboards.
• A technical degree, trade‑school training, relevant manufacturer certifications, or a degree in operations, business, or a related field. Equivalent experience is valued.

COMPENSATION & BENEFITS

• Salary: $100,000–$120,000, based on experience
• Medical, dental, and vision coverage
• 401(k) with company matching
• Paid holidays
• Vacation and sick time

LOCATION & WORK ARRANGEMENT

• Job type: Full-time, exempt
• Candidates should preferably live near an Amuze-Bar Partners hub in Austin, Dallas, or Houston, Texas; Northern California; or Phoenix, Arizona.
• Remote arrangements may be considered for exceptional candidates.
• Northern California is a current operational priority because the company has a warehouse in the region without nearby service management.
• Extensive U.S. travel, including overnight travel and field visits, is required.
• The role generally works Monday through Friday, with flexibility to support teams across time zones.
• Evening or weekend availability may be required for urgent service issues, installations, and planned projects.

EQUAL OPPORTUNITY

Amuze-Bar Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, veteran status, marital status, or any other status protected by applicable federal, state, or local law. Reasonable accommodations are available for qualified applicants and employees as required by law.

This description summarizes the position’s primary responsibilities and does not establish a contract of employment. Responsibilities may evolve with business needs.