SLA & Logistics Scheduler — Field Operations

Scientific Games; Kentucky; On-site; USD 45,000 - 65,000; Full time

Job summary

Scientific Games is seeking a Retailer Care Center Specialist to manage SLA reporting for the Ohio jurisdiction, oversee logistical reporting, and coordinate terminal movement schedules. The role includes inventory oversight for retailer equipment and frontline customer support to the Ohio State Lottery Agency (OSLA).

You will assist field service staff with troubleshooting, manage late penalties, and contribute to proactive programs in field operations, reporting to the Senior Field Service

Qualifications

• Associate's degree or 1–3 years of equivalent experience.
• Strong communication and interpersonal skills are essential.
• Proficiency with Microsoft Office and basic IT hardware/software knowledge.
• Ability to analyze statistical information and generate reports.

Responsibilities

• Create, maintain, and distribute the SLA report for Ohio Lottery as per contract.
• Manage logistical reporting for the Ohio jurisdiction and schedule terminal movements.
• Provide level-one support to customers and sites for escalated retailer issues.
• Generate reports and perform basic statistical analysis on data types like retailer sales and technician schedules.
• Collaborate with Field Service Managers and Dispatch to optimize call-queue and SLA performance.

Skills

Communication skills

Interpersonal skills

Prioritization

Statistical analysis

Adaptability to new technologies

Team collaboration

Education

Associate's Degree in related field

Tools

Microsoft Office

Business Intelligence reports

Dynamic Scheduling Engine (DSE)

Job description

Scientific Games is seeking a Retailer Care Center Specialist to manage SLA reporting for the Ohio jurisdiction, oversee logistical reporting, and coordinate terminal movement schedules. The role includes inventory oversight for retailer equipment and frontline customer support to the Ohio State Lottery Agency (OSLA).

You will assist field service staff with troubleshooting, manage late penalties, and contribute to proactive programs in field operations, reporting to the Senior Field Service