SLA & Logistics Coordinator for Field Operations

SCIENTIFIC GAMES; Valley (OH); On-site; USD 48,000 - 60,000; Full time

Job summary

Scientific Games in Ohio seeks a Retailer Care Center Specialist to manage SLA reporting, logistics, and retailer equipment inventory. You will support OSLA, assist field service staff, and provide customer-facing service with senior management visibility.

This role requires an associate degree or equivalent experience, strong communication, Microsoft Office proficiency, and solid analytical skills to handle data, reporting, and program development within Field Operations.

Qualifications

• Associate’s Degree in related field or 1-3 years of equivalent experience.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office.
• Excellent customer service skills.
• Intermediate computer software and hardware knowledge.

Responsibilities

• Create, maintain, and distribute the SLA report to the Ohio Lottery as per contract.
• Create and manage logistical reporting for the Ohio jurisdiction.
• Terminal Movement Schedule - Coordinate delivery, removal and relocation schedule for all regions of Ohio. Assist with development of new process and implementation.
• As it pertains to Service Level Agreement reports (SLA), review the call queue for all service call activity, provide late-call reports, review late call justification and assist Field Service Managers with all facets of the report.
• Monitor call-queue – Traffic flow, accuracy and call assignments, accuracy in priority levels, and management of queue to minimize SLA’s, and collaborate with Dispatch on any call-queue discrepancy.
• Provide level one support to customer and site for escalated retailer issues.
• Provide reports and statistics and in some cases, statistical analysis of various data types including retailer sales, PM schedules, Technician schedules, communication types and associated issues, service calls review, chronic retailer management, asset management, and consumable management. Each member of the RCC must be proficient with the use of Smart Services and associated applications, i.e., Business Intelligence reports, Dynamic Scheduling Engine (DSE) etc.
• Assist with field schedule management.
• Proactive Programs: Assist with development and implementation of all programs related to Field Operations.
• Chronic Retailer Management; Service Call Follow Up; Terminal Performance; Staff Performance; Work with the Global Service Center (GSC)
• Information distribution: Act as a point of contact for lottery personnel and site personnel as it relates to Field Operations. Assist with development of communication plans to Field, site, GSC and OH Lottery personnel.
• GSC Liaison: Act as point of contact for OH site for all GSC related activities.
• Assist with developing documentation for various new and existing programs as necessary

Skills

Communication

Customer Service

Microsoft Office

Interpersonal Skills

Problem Solving

Education

Associate's degree or 1-3 years experience

Job description

Scientific Games in Ohio seeks a Retailer Care Center Specialist to manage SLA reporting, logistics, and retailer equipment inventory. You will support OSLA, assist field service staff, and provide customer-facing service with senior management visibility.

This role requires an associate degree or equivalent experience, strong communication, Microsoft Office proficiency, and solid analytical skills to handle data, reporting, and program development within Field Operations.